What changed
Cisco moved Whisper Coach in Supervisor Desktop from Coming Soon to released on October 15. Supervisors with the required permissions can start a private coaching session with an agent to give private guidance during an active voice interaction. Administrators control access by assigning those permissions. Cisco's transition table lists the legacy Whisper Coaching capability as decommissioned and replaced by this Desktop feature.
Vendor documentation (opens in a new tab)Why it matters
Real-time coaching is most useful on the calls where an agent is struggling, but it also changes how supervisors spend live time. Teams moving from the legacy capability need permissions and supervisor habits in place before relying on it.
CxCave practical context
Who should care
- Supervisors
- Administrators
- Quality teams
Implementation considerations
REVIEWAssign Whisper Coach permissions to the supervisor profiles that should use it, agree when coaching is appropriate, and tell agents how whispered guidance will appear during calls.
CxCave recommendation, not a vendor mandate unless explicitly stated.