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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 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 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 listeningthe previous chapter. Users can be removed from supervising from this view.
Go to Supervising view
Select an agent for supervising
Pool users and click on Supervising icon:
Select one or more agents for supervising:
User has been added for supervising:
Receive a notification when the supervised user is on a service call and start listening from the notification
Please note: A Alternatively, a user can also be set for supervising from Pool users view under the user.
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Clicking on Listen link on notification will open mobile phone’s native dialer. Supervisor needs to call supervising the given 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.For this
Before calling, the supervisor needs to go to Supervising settings and set their phone supervising number (typically mobile number) which they will be using to call the supervising number. The supervisor can only use this number to listen to calls. User interface guides thoughthrough this.
Supervisor is always connected to the right call automatically. It’s possible to access the listened call only from this mobile phone with given supervising number. No unauthorized persons are able to listen to the calls. Only one supervisor can listen, whisper and barge in on the same service call at same time.
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When the agent is on service call, the supervisor will receive a notification on their mobile devicephone:
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After calling the supervising number, the supervisor will be immediately connected to the call as a listener. Agent hears a short sound to indicate that they are supervised.
While listening, a notification is displayed for current supervising status:
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Escalation to whispering and barging are done from notifications. Hanging up ends the listening.
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Start listening to the call. Then select whispering from the notification and you are whispering in the call:
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You are immediately able to talk to the agent. Please When you are not talking, please set the call on mute in order to avoid any background noise reaching the agent from you your end. From the notification you can also go to listening or barging. Hanging up ends the whispering.
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You are immediately able to talk to the agent and the customer. Please When you are not talking, please set the call on mute in order to avoid any background noise reaching the other parties. From the notification you can also go to listening or whispering. Hanging up ends the barging.
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