Real-Time Monitoring and Real-Time Whispering are the key features of Koncert. Below you can find the steps to monitor ongoing calls and to interact with the Caller (i.e. Sales Rep.) in real-time.

When you have selected the Auto Select User based on checkbox, you will automatically enter in to Listen Mode based on the Connect Duration selected, without any manual intervention.

Listen Mode

Below you can find how to listen to live calls in Real-Time if you have not selected the Auto Select User based on checkbox .

1. In the Remote Coach tab, click on the Listen  icon under the Action column for the respective Sales Rep to listen to the ongoing call.

2. Upon clicking the Listen icon, the respective row will be highlighted in green. The listen icon will be replaced with the Stop icon, as shown below:

3. In Listen mode, you can monitor the conversation between the Sales Rep and Prospect in real time.

4. Click on the Stop icon to exit from Listen mode and bring back the Listen icon.

Whisper Mode

Below you can find how to mentor a Sales Rep in real time.

1. In the Remote Coach tab, click on the Whisper icon under the Action column, to mentor a Sales Rep on an ongoing call.

2. Upon clicking the Whisper icon, the respective row will be highlighted in green. The Whisper icon will be replaced with the Stop icon, as shown below:

3. In Whisper mode, you will hear a beep, followed by the ongoing conversation allowing you to communicate with the Sales Rep discreetly without the prospect being aware.

4. Click on the Stop icon to exit from whisper mode and to bring back the Whisper icon.

NOTE: Your Remote Coach session will be disconnected automatically if you navigate to any other tabs within Koncert.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.