Agents can request assistance from the team Supervisor at any time during an active inbound / outbound call.
This will generate an Alert notification which will be displayed on the Supervisors screen which will allow the Supervisor to Listen, Whisper (speak to the agent) or Join the call.
Any time during the call you can click on the Request Assistance Button as shown below:
You will now see a pop-up confirmation of your request.
Click OK to return to the Call Assistant screen.
Product Video:
This short video shows you how to request assistance from your contact centre team supervisor.
Related posts:
Supervisor | How can I support agents during calls or monitor the customer experience?
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