Whisper Barge-in Report

Updated 

4 days ago

Whisper Barge-In Report provides detailed information for each monitored call, including case details, call direction (inbound or outbound), type of monitoring action (listen, whisper, or barge-in), duration of the monitoring session, and the number of times monitoring was initiated.

Business Use Cases

  • Real-Time Agent Coaching: Supervisors can use the report to identify calls where whispering was used, allowing them to evaluate coaching moments and measure the impact of real-time support on agent performance.

  • Monitor Escalation Handling: By analyzing barge-in activity and call direction, teams can assess how often supervisors are stepping into live calls, helping improve escalation processes and response times.

  • Evaluate Monitoring Coverage and Patterns: The monitor initiation count and duration help managers understand how frequently and for how long agents are being monitored, aiding in balanced oversight and performance review.

  • Ensure Compliance and Quality Standards: Reviewing case-level monitoring data ensures that calls are being audited consistently, helping maintain compliance with quality assurance protocols and service standards.

  • Identify Training Opportunities: Insights into the type and frequency of monitoring interactions reveal where agents may require additional training or support, enabling targeted coaching interventions.

Dashboard Sections

The Whisper Barge-In Report is divided into 2 sections:

  • Call Monitoring Summary

  • Raw Dump

Call Monitoring Summary provides key metrics such as the number of monitoring sessions initiated and the average duration of each monitoring session.

Let's have a look at the various metrics:

Name

Description

Monitoring Type (Whisper/Barge-in)

The type of the monitoring initiated: Monitoring Type can include: Listen - Where Monitoring User can listen to call. Whisper - where discussion is only between Agent & Monitor Initiator. Barge In - Where the monitoring user participates in the call between Agent & Customer.

Monitor initiated By

The name of the User who has initiated the Monitor Activity.

Monitor Initiated Count

Number of times the monitor activity took place.

Monitoring Duration

Duration for which the call was monitored.

Provides complete raw of the call monitoring report.

Let's have a look at the metrics.

Name

Description

Date

Date on which event occurred.

Case Details

Associated case to the event, which includes the Case subject, Case ID and the Description.

Conversation ID

Unique ID associated with that particular call. (There can be multiple calls associated to a case, and each call will have a separate and unique conversation ID).

Agent

The sprinklr user for whom the report is being generated.

Direction

Indicates the direction of the call with respect to the customer. If the call is dialed in by customer it will be termed as inbound and if the call is dialed out by the sprinklr agent it will be termed as outbound.

Call Start Time

Timestamp at which the original call being monitored was started.

Call End Time

This will indicate the call end or disconnect time irrespective of if agent and customer connected on call.

Monitor Initiated By

The name of the User who has initiated the Monitor Activity.

Monitor Start Time

Timestamp at which the Monitor Activity was started.

Monitor End Time

Timestamp at which the Monitor Activity ended.

Monitor Type(Whisper/Barge-in)

The type of the monitoring initiated: Monitoring Type can include: Listen - Where Monitoring User can listen to call. Whisper - where discussion is only between Agent & Monitor Initiator. Barge In - Where the monitoring user participates in the call between Agent & Customer.

Monitoring Duration

Duration for which the call was monitored.

Monitor Initiated Count

Number of times the monitor activity took place.

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