To ensure a consistent level of customer service and measure agent performance, those in supervisory roles may want to have the ability to monitor live calls and train agents effectively during a call.

Aircall's Agent Coaching feature, available on the Professional plan, does just that by providing Aircall admins the privilege of listening in on calls in real-time. Aircall admins can whisper to an agent without alerting the customer, coaching them to professionalism and productivity.

How does this feature work for admin users

  • Log in to the Dashboard

  • Click on Activity Feed located in the navigation menu on the left-hand side of the screen

  • Select the ongoing call and click Coach

  • Within the pop-up screen, you will need to choose to Notify the user when you join or not

  • Click Start

  • You can leave and coach the same call as many times as you would like

    User Perspective - How does it work?

  • When an agent's call is being coached, the agent will be alerted by a sound

  • A notification indicating an admin user has entered the call will appear in the agent's app

  • A notification will appear on the Aircall app reading “USER X is coaching me”

  • The Aircall agent will be able to hear both their customer and the Aircall admin

  • The client will not be able to hear the admin who is coaching

  • The Aircall agent can perform all typical call actions as usual (transfer, mute, hold, tag, comment, hang up)

  • The Aircall agent cannot remove the coaching Aircall admin from the call

    ⚠️ Please note that each Aircall admin will only be able to coach one call at a time. Additionally, each call will only be able to be coached by one Aircall admin at a time.

    Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!

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