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When the supervisor knows that a certain agent is right now on a call and they need to listen to the call.
Two There are two ways of starting the listening:
1. Service pool management
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from specific service pool or from Pool users view.
First, start by entering Service pool management from Home view:
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1. Specific service pool
Open a service pool:
TODO: screenshot of pool mgmt with a pool highlighted
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
Click to Listen link:
Receive a notification when they are on a call and start listening from the notification:
2. Pool users view
Go to Pool users view
Find a user to listen to and click the user:
TODO: pool users view with someone on a call - highlight a user - check Pool users
Click to Listen link:
TODO: screenshot of user with listen link (user expanded) - check Pool users
Receive a notification when they are on a call and start listening from the notification:
Supervise users - get notifications whenever user is on a call
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Agents can be added and removed for supervising. When the agent is supervised, the supervisor will receive a notification every time the agent is on a service call. This way, the supervisor doesn’t have to check if the agent is on a service call as in ad hoc listening. Users can be removed from supervising from this view.
Go to Supervising view
TODO: screenshot where to access this (from Pool users view top right icon)- highlight icon - use the same screenshot as above but with different highlighted area
Select an agent for supervising
TODO: screenshot of supervising view nothing added yet - with add button highlighted)
User has been added:
TODO: cleanup
Receive a notification when the supervised user is on a service call and start listening from the notification
TODOPlease note: A user can also be supervised also from that user’s view under Pool users.set for supervising from Pool users view under the user.
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Call listening
Clicking on Listen link on notification will open mobile phone’s native dialer. Supervisor needs to call supervising number where they are automatically connected to the agent’s ongoing call. Supervisor is always connected to the right call while no one else is able to listen to calls. It’s possible to access the listened call only from this mobile device with given supervising number.
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