Call coaching is available by clicking the 'Coach' button next to the active call to begin monitoring the agent's call.
When monitoring you may also use Whisper or Barge to coach your agent.
These options are found on the webphone.
The monitor action allows administrators to listen to an agent's phone call without the agent or caller being able to hear the administrator.
The whisper action allows administrators to listen to an agent's phone call with the agent being able to hear the administrator, but not the caller.
The barge command allows administrators to talk to both the agent and the caller on the call.
Pick Up Queue Calls
The Live Teams dashboard also allows you to pick up calls that are currently waiting in the queue.
Click on the three dots to the right of the waiting call and click 'Answer Call' in order to pick up the call.
This will appear in Analytics as an answered inbound call.