When you coach an agent, the agent can hear you, but the contact can only hear the agent.
Hover over a row in the Agents list to display options for the call you want to coach. Click the Coach icon.
If your agent legAn active piece of a call that connects between routers, gateways, or telephony devices. is configured and connected, you can immediately hear the agent and the customer. Otherwise, you may need to configure and connect your agent leg.
If the Coach icon is not visible, the agent is not handling a call.
To leave the call, click Coach again.