Call supervising in VoiceHub

Optional feature

Call supervising contains functions related to listening of ongoing service calls.

This feature is useful, for example, for listening to the calls of a new support agent to learn how they are interacting with customers.

Requirements

• This feature needs to be enabled to your organization by Enreach support.

• After the feature has been enabled for a call supervisor, they need to sign out from Voice for Browser and sign in again to be able to use supervising.

• Call supervising can be done only on incoming service calls, not direct calls or outbound calls.

• Voice for Browser web phone in VoiceHub is required.

• If you have been using Voice for Browser or Voice for Android and iOS for call supervising:

  • Call supervising is now available automatically also on VoiceHub if you have the required permissions set already.

  • When starting call listening on VoiceHub, you may see supervising notifications on your mobile app to escalate to whispering or barging. These notifications should be disregarded.

  • When starting call listening on VoiceHub, this will automatically change your mobile app Supervising number. If you later wish to supervise calls on mobile app, then please set the Supervising number again on the mobile app.

• Call whispering and barging are only available on mobile app.

Starting the listening

A Listen link is displayed when an agent is talking on an incoming service call. The Listen link can be found from:

Queue users

Each user currently on a service call has a Listen link:

Open

Single user view

Top part of the page has ongoing call information with the Listen link:

Open

Service queue view

Each user currently on a service call has a Listen link:

Open

Listening

Clicking on the Listen link opens up the Voice for Browser and connects the call supervisor to the call. With silent listening, the call supervisor can hear the agent and the customer talking, but they cannot hear the call supervisor.

Open

You can leave the call at any point with Leave call button.

When you are listening to a call, you are not able to take or make other calls at the same time. You are also not able to make transfers or consultation calls.