Blitzz offers a powerful feature for call center support: Silent Observers. This feature allows designated observers to join a call and listen in without interacting with the participants. It’s especially useful for training, quality assurance, or troubleshooting, where you want to monitor the call without being noticed.
Here’s everything you need to know about using Silent Observers in Blitzz:
What is a Silent Observer?
A Silent Observer is someone invited to join a call who can hear the conversation but cannot be seen or heard by the participants. The Silent Observer’s main role is to observe the call without interfering with the flow of the conversation. They can monitor the discussion and gain insights, but their presence is not made known to the participants.
Key Features of Silent Observers:
1. Unaware of Other Silent Observers:
If there are multiple Silent Observers on a call, they will not know about each other. They cannot see the participant list, so they won’t be aware of who else is observing the call.
2. No Communication with Other Observers:
Silent Observers cannot hear or communicate with one another. If two Silent Observers speak at the same time, they will not hear each other. They can only hear the Host and the Guest.
3. Whispering to the Host:
If a Silent Observer wishes to speak privately to the Host, they can click the “Whisper” button. This allows the Silent Observer to communicate only with the Host. The Guest and other Silent Observers will not hear what is being said in the Whisper mode.
4. No Chat Messages:
Silent Observers cannot send chat messages. They can only read the messages sent by the Host or Guest. This ensures that Silent Observers remain non-intrusive during the call.
5. Becoming a Mediator:
If a Silent Observer wants to actively participate in the call, they can click the “Mediate” button. This allows them to rejoin the conversation as a Mediator. As a Mediator, they can speak, hear, and chat with both the Host and the Guest. The Mediator’s voice will also be heard by the Silent Observers. However, they still cannot see the participant list, which is only visible to the Host.
Limitations of Silent Observers:
• Silent Observers cannot see the participant list.
• They cannot send messages to the chat.
• They are only able to hear the Host and Guest; they cannot hear other Silent Observers.
Best Use Cases for Silent Observers:
• Training: Managers or trainers can monitor calls to provide feedback to agents without interrupting the customer interaction.
• Quality Assurance: Supervisors can listen in to evaluate the performance of agents and ensure that customer service standards are being met.
• Troubleshooting: In cases where agents need support, a Silent Observer can listen and provide advice without the customer knowing.
Conclusion:
Blitzz’s Silent Observer feature is a powerful tool for monitoring calls in a way that ensures the conversation remains undisturbed. Whether you’re training agents or evaluating call quality, Silent Observers allow you to listen in on calls without interfering. When you need to interact with the Host, you can use the Whisper and Mediate features to engage privately or participate actively.
For any further questions or assistance, feel free to reach out to our support team!