The Coaching feature in Aircall’s Live Monitoring dashboard allows admins and supervisors to listen in on live calls and provide real-time feedback to agents. This helps ensure consistent service quality and supports on-the-job training without disrupting customer interactions.
Overview
The Agent Coaching feature enables authorized users to:
- Monitor live calls in real time
- Whisper guidance to agents during active calls (without the customer hearing)
- Help agents improve their performance and maintain professionalism
This feature is available to admins and supervisors with access to Live Monitoring or Live Monitoring+.
How it works
Access to coaching
You can start a coaching session from:
- The Calls tab, for any ongoing call
- The Users tab, if the user is currently on a call
NOTE:
The Coaching button is visible in Live Monitoring to all admins and supervisors with access to the dashboard. Any admin or supervisor can start a coaching session regardless of whether they are part of the number's call distribution.IMPORTANT: Coaching can only be accessed via the Google Chrome browser.
Start a coaching session
Steps:
- Click the Coach button next to the ongoing call.
- In the pop-up window, select whether to Notify the user when you join.
- If you are assigned to the number where the call is taking place, you can choose to Open the targeted conversation.
- Click Whisper to speak to the agent privately, your voice will not be heard by the customer.
- You can leave and rejoin the same call as many times as needed.
NOTE: When using the feature for the first time, an installation process occurs. If you clear your browser cache, this setup will repeat.
Agent perspective
When an agent is being coached:
- They will hear a notification sound.
- A message appears in the Aircall app: “USER X is coaching you.”
- The agent can hear both the customer and the admin/supervisor.
- The customer cannot hear the coach.
- The agent can still perform all normal call actions such as transfer, mute, hold, tag, comment, or hang up.
- The agent cannot remove the admin or supervisor from the call.
Restrictions and limitations
| Scenario | Behavior / Limitation |
|---|---|
| Who can coach | Only users with Admin or Supervisor roles. |
| Access requirements | Available only to users with access to Live Monitoring or Live Monitoring+. |
| Permissions | Coaching access is not restricted by line membership. Any admin or supervisor with access to Live Monitoring can start a coaching session on any ongoing call visible in the dashboard. |
| Browser compatibility | Supported only in Google Chrome. |
| Types of calls that can be coached | Only when the agent is on a live call with a customer. |
| Calls that cannot be coached | Emergency calls, conference calls, or calls transferred to an external number. |
| Multiple coaches | Only one admin or supervisor can coach a given call at a time. |
| Coaching multiple calls | Each coach can monitor only one call at a time. |
| Availability status | While coaching, your status is set to unavailable, and you cannot pick up other calls. |
Troubleshooting
No audio during coaching
If you experience no sound during a coaching session, your network may be blocking required ports or IPs.
Ask your IT team to review the technical requirements listed in our article Firewalls, Anti-Virus, and Other Content Blockers.
“Open the targeted conversation” toggle missing
This option only appears if the coach is assigned to the same Aircall number where the call is taking place. If not assigned, the toggle remains hidden.
Clicking the contact name does nothing
When coaching, clicking on a contact name redirects you to that contact’s details, if a contact record exists.
If no contact record is available, clicking the name will not trigger any action.