Call supervising on Voice for Android and iOS

Please note: This feature needs to be enabled to your organization by Enreach support.

Supervising contains functions related to listening and participating on ongoing service calls such as call listening, call whispering and call barging.

Terminology

Agent

• Handles service calls

Customer

• Calls a service pool and the agent answers the call

Supervisor

• Wants to supervise the service call

Call supervising

• Umbrella term for call listening, call whispering and call barging.

Call listening

• 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

• 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

• 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.

User interface has two ways to start listening:

Listen currently ongoing call

Use case: ”I want to start listening now”

When the supervisor knows that a certain agent is right now on a call and they need to listen to the call.

Two ways of starting the listening:

1. Service pool management

1. Go to Service pool management
   TODO: screenshot of front page

2. Open a service pool
   TODO: screenshot of pool mgmt

3. Select an agent who is on an ongoing service call
   TODO: screenshot of user list with someone on a call (user not expanded)

4. Click to Listen link
   TODO: screenshot of user with listen link (user expanded)
   

   

2. Pool users view

1. Go to Pool users view
   TODO: screenshot highlight the pool user icon at top

2. Find a user to listen to
   TODO: pool users view with someone on a call
   

   

3. Click to Listen link
   TODO: screenshot of user with listen link (user expanded)
   

   

4. Receive a notification when they are on a call and start listening from the notification
   TODO: screenshot of notification

   

Supervise users - get notifications whenever user is on a call

Use case: ”Let me know when a specific agent is on a service call”

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 listening. Users can be removed from supervising from this view.

1. Go to Supervising view
   TODO: screenshot where to access this (from Pool users view top right icon) - Petri

2. Select an agent for supervising
   TODO: screenshot of supervising view nothing added yet (Sami: with add button highlighted) - Petri
   

   

3. Receive a notification when they are on a call and start listening from the notification
   TODO: screenshot of notification
   

   

TODO: A user can be supervised also from that user’s view under Pool users.

Call listening

Clicking on Listen link on notification will open mobile phone’s native dialer. Supervisor needs to call supervising 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, the supervisor needs to go to Supervising settings and set their phone number (typically mobile number) they will be using to call the supervising number. The supervisor can only use this number to listen to calls. User interface guides though.

TODO: screenshot of settings

When the agent is on service call, the supervisor will receive a notification on their mobile device:

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:

Escalation to whispering and barging are done from notifications. Hanging up ends the listening.

Call whispering

Start listening to the call. Then select whispering from the notification and you are whispering in the call:

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

Start listening to the call. Then select barging from the notification and you are participating in the call:

You are immediately able to talk to the agent and the customer. 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.