Call supervising on Voice for Android and iOS

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.

1 Terminology
2 Supervising
- 2.1 Listen currently ongoing call
- 2.2 Supervise users - get notifications whenever user is on a call
3 Call listening
4 Call whispering

Terminology

Agent

Handles service calls

Customer

Calls a service queue and the agent answers the call

Supervisor

Wants to supervise the service call
While having the same name, this has no direct relation to the general Supervisor role that can manage services, etc.

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.

There are two ways of starting the listening: from specific service queue or from Queue users view.

First, start by entering Service queue management from Front page:

1. Specific service queue

Open a service queue:
Select an agent who is on an ongoing service call:
Click to Listen link:
Receive a notification and start listening from the notification:

2. Queue users view

Go to Queue users view (see more about https://benemen.atlassian.net/wiki/spaces/PD/pages/2124316752):
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

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 the previous chapter. Users can be removed from supervising from this view.

Go to 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

Please note: Alternatively, a user can also be set for supervising from Queue users view under the user.

Call listening

Clicking on Listen link on notification will open mobile phone’s native dialer. Supervisor needs to call the given number where they are automatically connected to the agent’s ongoing call.

Before calling, the supervisor needs to go to Supervising number and set their 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 through this.

Supervising number can be found at Settings at bottom of Call settings. You can access settings via side menu at front page: https://benemen.atlassian.net/wiki/spaces/PD/pages/2416443520

Supervising number setting:

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:

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:

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:

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. 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.