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Handles service calls
Customer
Calls a service pool queue and the agent answers the call
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There are two ways of starting the listening: from specific service pool queue or from Pool Queue users view.
First, start by entering Service pool queue management from Home viewFront page:
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1. Specific service poolqueue
Open a service poolqueue:
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 Queue users view
Go to Pool Queue users view (see more about Pool Queue users):
Find a user to listen to and click the user:
Click to Listen link:
Receive a notification and start listening from the notification:
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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 Queue 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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Please note: Alternatively, a user can also be set for supervising from Pool Queue users view under the user.
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Supervising settings can be found by going to Pool Queue users and then selecting Call supervising icon at top right:
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