Please note:
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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Handles service calls
Customer
Calls a service pool queue and the agent answers the call
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When the supervisor knows that a certain agent is right now on a call and they need to listen to the call.
Two There are two ways of starting the listening:
1. Service pool management
Go to Service pool management:
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from specific service queue or from Queue users view.
First, start by entering Service queue management from Front page:
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1. Specific service queue
Open a service
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queue:
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Select an agent who is on an ongoing service call:
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Click to Listen link:
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Receive a notification
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and start listening from the notification:
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2. Pool Queue users view
Go to
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Queue users view
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(see more about Queue users):
Find a user to listen to and click the user:
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Click to Listen link:
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Receive a notification
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and start listening from the notification:
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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 ad hoc listeningthe previous chapter. Users can be removed from supervising from this view.
Go to
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Select an agent for supervising
TODO: screenshot of supervising view nothing added yet - with add button highlighted)
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Queue users and click on Supervising icon:
Select one or more agents for supervising:
User has been added for supervising:
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Receive a notification when the supervised user is on a service call and start listening from the notification
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TODO: A Please note: Alternatively, a user can also be supervised also from that user’s view under Pool users.set for supervising from Queue users view under the user.
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Call listening
Clicking on Listen link on notification will open mobile phone’s native dialer. Supervisor needs to call supervising the given number where they are automatically connected to the agent’s ongoing call. Supervisor is always connected to the right call while no one else is able to listen to calls. It’s possible to access the listened call only from this mobile device with given supervising number.For this
Before calling, the supervisor needs to go to Supervising settings number and set their phone 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 though.
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When the agent is on service call, the supervisor will receive a notification on their mobile device:
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After calling the supervising number, the supervisor will be immediately connected to the call as a listener. Agent hears a short sound to indicate that they are supervised.
While listening, notification is displayed for current supervising status:
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through this.
Supervising number can be found at Settings at bottom of Call settings. You can access settings via side menu at front page: Settings
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Supervising number setting:
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If Supervising number has not been set, the supervisor will be notified about this and they can set the number or change it any time. Some examples:
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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.
When the agent is on service call, the supervisor will receive a notification on their mobile phone:
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Escalation to whispering and barging are done from notifications. Hanging up ends the listening.
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Start listening to the call. Then select whispering from the notification and you are whispering in the call:
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You are immediately able to talk to the agent. Please set the call on mute in order to avoid any background noise reaching the agent from you end. From the notification you can also go to listening or barging. Hanging up ends the whispering.
Call barging
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Start listening to the call. Then select barging from the notification and you are participating in the call:
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You are immediately able to talk to the agent and the customer. Please When you are not talking, please set the call on mute in order to avoid any background noise reaching the other parties. From the notification you can also go to listening or whispering. Hanging up ends the barging.
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