How it works
The supervisor can coach the agent without the customer hearing the advice; support depends on platform and call mode. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business example
A coach privately guides a new agent through a procedure while the customer remains on the line.
What to consider
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.