The Contact Centre solution supports the ability to manage difficult calls or to support ongoing training, by allowing supervisors to join calls.
The agent can request assistance from within contact centre, which notifies the supervisor.
An on-screen notification to the supervisor allows them to decide whether they want to:
Listen - Join the call and only listen in on the conversation. Note: the agent will not be aware that the supervisor is listening to the call.
Whisper - Join the call and speak only to the agent
Join - Join the call and speak to everyone (the caller and the agent).
If more then one supervisor is managing team agents, clicking on the check (tick) symbol on the far right of the option display will show the other supervisors that this call is currently being managed by yourself.
In addition to these features call recording can be enabled for all calls to assist with training, compliance or quality control.
Product Video:
This short video shows you how to use the supervisor features including how to support the agents on calls by using the 'Listen, Whisper and Join' options. Product video under development (August, 2022)
Related posts:
Call Assistant | how-do-i-request-assistance-from-my-supervisor
Supervisor| how-can-i-make-my-agents-available-and-change-their-readiness-status
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