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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Important
Call supervising is available on Voice for Browser 2023.2.0 and later.
This feature needs to be enabled to your organization by Enreach support.
After the feature has been enabled for supervisor, they need to sign out from Voice for Browser and sign in again to be able to use supervising.
Supervising can be done only on incoming service calls, not direct calls.
If you have been using our mobile app Voice for Android and iOS for supervising:
When starting call listening on Voice for Browser, you may see supervising notifications on your mobile app to escalate to whispering or barging. These can be disregarded.
When starting call listening on on Voice for Browser, this will automatically change your mobile app Supervising number. If you wish to supervise on mobile app, then please set the Supervising number again on the mobile app.
Terminology
Agent
Handles service calls
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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.
Supervising
Supervising is always started with call listening and can then be escalated to whispering or barging.
Call listening
When the supervisor wants to listen to certain agent’s ongoing service call.
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