Tapping grants both agents and/or supervisors hearing capability for audio interactions. This feature is triggered by connecting a second headset to the agent’s computer. It's useful for:
- Evaluating - When a supervisor wants to hear a call being answered by an agent.
- Learning - When new agents listen to calls answered by other agents in order to learn.
OneAgentWeb does not offer the tapping functionality natively. In order to tap a call in OneAgentWeb you will need to have a 3rd party software. The tapping software recommended by Collab are:
Warning: Since these are 3rd party software, Collab is not responsible for any issues with the integration.