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This feature needs to be enabled to your organization by Enreach support.
After the feature has been enabled for supervisor, they need to logout and re-login to the app.
Supervising can be done only on incoming service calls
Professional or Customer Service editions are required
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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First, start by entering Service pool management from Home view:
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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:
Supervise users - get notifications whenever user is on a call
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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 the previous chapter. Users can be removed from supervising from this view.
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
Please note: Alternatively, a user can also be set for supervising from Pool users view under the user.
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