In whisper mode, the supervisor joins a live call on a one-way channel to the agent. The agent hears both the customer and the supervisor; the customer hears only the agent.
It sits between the other two supervision modes: listen, where the supervisor hears the call silently, and barge, where the supervisor speaks to both parties. A supervisor will often listen first, whisper a suggestion if the call starts to drift, and barge in only if the agent needs to hand over.
Whisper works best with short, specific prompts ("ask about the contract end date", "offer a callback"), because the agent is listening to two people at once. It is most useful for new agents, new scripts and difficult calls such as objections or complaints.
OVOKY live supervision includes listen, whisper and barge. Separately, AI live coaching gives agents guidance during the call, with on-demand analysis of coached sessions afterward.