1. Here are the steps to change an agent's status in the admin platform.
  2. From the admin dashboard, scroll down and you will see the agent section.
  3. Select an agent and click on the three dots and then select the call whisper icon
  4. The call whisper window will appear and by default you are muted and can listen to the customer and the agent talking. If there is no active call, you will hear a hold music playing.