Please note:
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The supervisor silently listens to an ongoing service call between an agent and a customer
Agent and customer cannot hear the supervisor
Example use case: The supervisor has a new agent in their team and joins in to hear how they are doing.
Call whispering - Available on a later release
The supervisor talks to the agent, but the customer cannot hear this
Example use case: The supervisor has a new agent in their team and provides live feedback and guidance during an active call they are listening to.
Call barging - Available on a later release
The supervisor participates on the call and can speak to both the agent and the customer at same time.
Example use case: The agent is on a call with a difficult customer. They request a supervisor to join in and provide support and also participate in the discussion if necessary.
Please note: The requesting of a supervisor to join is not done via Enreach user interfaces. Supervisor can also barge in without any requests from the agent.
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Supervising is always started with call listening and can then be escalated to whispering or barging.User interface has two ways to start listening:
Call listening
When the supervisor wants to listen to certain agent’s ongoing service call.
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