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 sign out from Voice for Browser and sign in again to be able to use supervising.
Supervising can be done only on incoming service calls, not direct calls.
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
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 (also known as silent 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 - Available on a later release
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 - Available on a later release
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.
Call listening
When the supervisor wants to listen to certain agent’s ongoing service call.
Select one of the service pools:
Find an agent who is in an ongoing call. An ongoing call is indicated with a red circular telephone icon over agent’s profile image. Please note that the red indicator is displayed also if agent is talking on a direct call instead of a service call. Click on the expander icon on right to view the agent’s details:
Click on the Listen link. Name of the service pool where the agent is talking is displayed on Talking on pool row below the Listen link.
Please note:
- Agent may be talking on a different service pool than the one selected in previous steps above.
- Agent may be on a direct call which cannot be listened and Listen link is not displayed.
You are then connected to the ongoing call between the agent and the customer. You are now listening to the call. Others are not able to hear you when in call listening mode.
You can leave the call whenever needed 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.