The Remote Coach tab provides managers with a comprehensive view of each Sales Rep’s status, ongoing session details, and options for real-time monitoring and coaching.

Here’s a breakdown of the columns and features available to optimize live call supervision:

Key Columns and Features in the Remote Coach Tab

• Auto Select User based on – This option is available only after connecting to the Bridge. By enabling this, managers can automatically listen to live calls based on specific Connect Duration settings without requiring manual intervention.

Select either of the following Connect Duration options:

• Connect Duration (Low to High) – Automatically connects to Sales Reps with lower connect durations first.

• Connect Duration (High to Low) – Prioritizes connection with Sales Reps with higher connect durations.

• > 15 secs, > 20 secs, > 30 secs – Connects first with Sales Reps whose call durations exceed these thresholds, allowing for efficient call supervision and support.

NOTE:

• The Auto Select User based on checkbox  will disable itself if you manually choose Listen or Whisper mode for a specific user.

• This checkbox must be selected at the start of a monitoring session. Attempting to enable it mid-session will prompt an alert.

• Select – This feature enables managers to filter and monitor sessions by User, Team, or Product.

• Users – Displays the dialing sessions of all users under the logged-in manager’s purview. Use Select All to monitor all users or Clear to deselect.

Based on the user selection, the dialing session of the respective user will be displayed. 

• Teams – Lists all teams associated with the manager. Selecting a team will display the dialing sessions of all users in that team.

• Product - Shows the dialing session details of users currently logged into the selected product.

An alert will appear if the Auto Select User based On checkbox is enabled and you attempt to manually select specific users, teams, or products.

• Action – This section provides options for managers to take action on live calls:

• Listen – Allows you to monitor the call in real-time. Neither the Sales Rep nor the prospect is notified of your presence.

• Whisper   – Enables private communication with the Sales Rep during the call, offering real-time coaching without the prospect’s awareness.

Refer to the article How do I use Remote Coach? for detailed information.

• User –  Sales Rep’s name, product, and current status, which could be:
  

• Ready - Sales Rep is prepared to begin a dialing session.

• On Call - Sales Rep is currently connected with a prospect.

• Hold - Sales Rep has paused their session.

• Wrap - Indicates the period between hanging up and initiating the next call.

• Connects - Number of successfully connected calls.

• Call Info - Details of the prospect currently being dialed.

• Account Name – The company name of the prospect.

• Contact Name – Prospect’s full name.

• Phone – Prospect's phone number.

• Duration – Total duration of the connected call.

• Dialing List Name - The name of the list or report currently being dialed.

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

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.