The Active Calls view shows you all the inbound and outbound current active calls from your team. You can filter the active calls by the line of business.
Joining an Active Call
As a supervisor, you can Barge, Monitor or Coach your agents by joining the calls. To join the call, you must click on the Phone button (highlighted) to log in to the LOB for which you want to supervise the agents.
Click on the Phone Button to select the LOB. A widget will open to support calling functions.
When you select the LOB, you will find a widget in the lower part of the page to handle calling functions.
There are three ways you can join an active call:
Monitor: You can only listen in. Neither the agent nor the customer can hear you.
Barge: It will become a three-way call, where all parties can hear each other.
Coach: You can hear the conversation and offer your agent advice on how to handle the call. Only the Agent will be able to hear you.
Click on any of the above options to open a confirmation pop-up for you to accept. A pop-up for the barge option is added below for reference.
On choosing the OK button, the widget will start ringing for the Supervisor to join the call.
Accepting the call will bridge the Supervisor as per the calling action selected. During the call, the Supervisor will have an option to Mute-Unmute, Hold-Unhold, and Reject the call.
Please note that for the Supervisor to join this call and hear the conversation, you must allow Microphone access to the browser.