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Go to 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
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Before calling, the supervisor needs to go to Supervising settings and set their 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 through this.
Supervising settings can be found by going to Pool users and then selecting Call supervising icon at top right:
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Then Supervising settings can be found at top right:
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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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