Please note:
This feature needs to be enabled to your organization by Enreach support.
After the feature has been enabled for supervisor, they need to logout and re-login to the app.
Supervising contains functions related to listening and participating on ongoing service calls such as call listening, call whispering and call barging.
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1. Specific service pool
Open a service pool:
Select an agent who is on an ongoing service call:
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
(see more about Pool users )
Find a user to listen to and click the user:
Click to Listen link:
Receive a notification when they are on a call and start listening from the notification:
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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
Select an agent for supervising
User has been added:
Receive a notification when the supervised user is on a service call and start listening from the notification
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