Page Comparison

...

• Wants to supervise the service call

• While having the same name, this has no direct relation to the general Supervisor role that can manage services, etc.

Call supervising

• Umbrella term for call listening, call whispering and call barging.

...

1. Go to Service pool management
   TODO: screenshot of front page with pools area highlighted

2. Open a service pool
   TODO: screenshot of pool mgmt with a pool highlighted

3. Select an agent who is on an ongoing service call
   TODO: screenshot of user list with someone on a call (user not expanded) - edit the one below in next step

4. Click to Listen link
   TODO: screenshot of user with listen link (user expanded)
   

   

...

1. Go to Pool users view
   TODO: screenshot highlight the pool user icon at top - check Pool users

2. Find a user to listen to
   TODO: pool users view with someone on a call
   

   Image Removed

   - highlight a user - check Pool users
   

   Image Added

3. Click to Listen link
   TODO: screenshot of user with listen link (user expanded) - check Pool users
   

   

4. Receive a notification when they are on a call and start listening from the notification
   TODO: screenshot of notification

   

...

1. Go to Supervising view
   TODO: screenshot where to access this (from Pool users view top right icon)- highlight icon
   

   Image Removed

   - use the same screenshot as above but with different highlighted area
   

   Image Added

2. Select an agent for supervising
   TODO: screenshot of supervising view nothing added yet (Sami: - with add button highlighted)
   

   Image RemovedImage Added

3. User has been added:
   TODO: cleanup
   

   

4. Receive a notification when the supervised user is on a service call and start listening from the notification
   TODO: screenshot of notification
   

   

...

TODO: screenshot of settings - change phone number:

...

When the agent is on service call, the supervisor will receive a notification on their mobile device:

...