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Go to Service pool management
TODO: screenshot of front page with pools area highlighted:
Open a service pool:
TODO: screenshot of pool mgmt with a pool highlightedSelect 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 stepClick to Listen link
TODO: screenshot of user with listen link (user expanded)
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Receive a notification when they are on a call and start listening from the notification:
2. Pool users view
Go to Pool users view
TODO: screenshot highlight the pool user icon at top - check Pool users
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
TODO: screenshot of notification
Supervise users - get notifications whenever user is on a call
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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 areaSelect 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
TODO: screenshot of notification
TODO: A user can be supervised also from that user’s view under Pool users.
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For this, the supervisor needs to go to Supervising settings and set their phone number (typically mobile number) they will be using to call the supervising number. The supervisor can only use this number to listen to calls. User interface guides though.
TODO: screenshot of settings - change phone number:
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When the agent is on service call, the supervisor will receive a notification on their mobile device:
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