Installation guide

Receiving and handling queue calls 5-7
Chapter 5: Working as an Agent in a Contact Center Queue
Wave Contact Center Administrator Guide
Being monitored or coached by a supervisor
Contact Center supervisors have the ability to supervise your queue calls on the following
levels:
•
Monitoring. A supervisor may listen in on any of your calls without you or the caller
hearing. You will be unaware of the monitoring unless you have the permission
View
agents being monitored
. If you do, the monitor appears in the Call Monitor as an
indented line under the call.
•
Coaching. A supervisor may speak to you during a call without the caller hearing.
Coaching appears in the Call Monitor as a separate line under the call. If you are being
coached, try not to speak to the coach, as the caller will not be aware of the coach’s
presence on the line.
•
Joining. A supervisor may join your call, essentially creating a three-way conference call
in which all parties can hear each other. For more about participating in conference calls,
see the Wave ViewPoint User Guide.
By default, only queue calls can be supervised, not your personal calls. This includes inbound queue
calls and outbound calls that you have associated with a queue (see “Placing calls from a queue vs.
calling as user” on page 5-9).
Having your calls recorded
The queue may be configured to record some or all of your queue calls. You receive no
indication that a call is being recorded. The queue may be configured to place call recordings in
your Inbox as new voice messages.
Your non-queue calls will not be recorded unless the Wave system has been configured to record
all calls.
Release 2.0 Service Pack 1
April 2011