Prompter

Prompter in Octella is a secret monitoring feature allowing supervisors to silently join live calls between agents and customers. Neither party can detect the supervisor’s presence. Prompter benefits:

• Quality Assurance. Monitor real interactions without agent/customer bias.
• Training Support. Observe new agents in live scenarios to identify coaching needs.
• Compliance & Security. Ensure regulatory adherence and detect fraud or policy violations.
• Dispute Resolution. Provide accurate records for conflict or clarification cases.
• Performance Insights. Gather unfiltered data on customer experience and agent performance.

Best practices of Prompter feature usage:

• Inform agents of potential silent monitoring as part of policy (transparency at process level).
• Use for coaching, not punishment—focus on development.
• Balance monitoring frequency to maintain trust.
• Log all monitoring sessions for audit purposes.

How to use Prompter

Online Monitoring allows Supervisors to track real time ongoing calls and by clicking on the call, the Prompter feature is available, which allows Supervisor to join the call without the agent and Subscriber being aware.

Please log in go.octella.com and click on Statistics, select Online monitoring. 

Add the filters to select specific employee, group of Employees, scenario, etc. Now it's time to track live calls and join as a Prompter for listening ongoing conversation between operator and customer.

Click on the live call and Prompter tab will appear. Please click on the Prompter tab and you will get connected to the call.

There is no notification for the operator and the subscriber that Supervisor has connected to the call. Prompter feature allows Supervisor to get connected to one call only at a time. If the operator transfers the call to other Employee, Supervisor will be disconnected from Prompter.