How To Use The LiveCoach Feature on Phones
LiveCoach enables Managers to listen in on any active call and coach the CSR. During a LiveCoach session the manager can speak with the CSR but the customer will not hear the manager. To start a LiveCoach session:
1. Lift up the handset from the base.
2. Press the Coach softkey on an idle phone:
3. Enter the line number of the call you would like to call then press the Enter key:
4. If you are prompted for a LiveCoach Password please call the IT HELP line.
5. You can now coach the CSR as needed. The customer will not hear your voice. (Note: the display on your phone will remain the same as above throughout the LiveCoach session.)
6. Hang up the phone when complete.
