Installation guide

Supervising other agents’ calls 6-18
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
Supervising other agents’ calls
You can assign agents permission to supervise other agents’ calls in the following ways:
•
Monitoring an agent’s call. The supervisor can listen to another agent’s call without being
heard by the other agent or the caller.
•
Coaching an agent on a call. The supervisor can coach another agent without being heard
by the caller. The agent hears the supervisor but the caller does not. The supervisors can
hear all parties.
•
Joining an agent’s call. The supervisor can be conferenced in to another agent’s call as a
full participant and be heard by both parties.
Supervising Contact Center calls is a separate feature from supervising personal calls, and the
two are controlled by different permissions, as follows:
•
Supervising personal calls. Supervising personal calls requires Wave user permissions
set up by your system administrator. Users with only these permissions cannot supervise
Contact Center calls.
•
Supervising Contact Center calls. To supervise Contact Center calls, you must be a
Contact Center agent with agent permissions set up per queue by your queue
administrator. As a Contact Center supervisor, you can supervise only other agents in
your queue, and only their queue calls, not their personal calls.
Note the following:
• You can supervise an agent’s outbound queue calls only if the agent has associated his or
her outbound calls with the queue. See “Placing calls from a queue vs. calling as user” on
page 5-9.
• If the agent whose call you are supervising transfers the call to another party, or parks it
and it is unparked by another party, you are disconnected.
• To coach, monitor, or join a call, at least one party in the call must be from the local Wave
system. For example, monitoring a call between two Gateway users (a Wave user whose
“home” is another node in the WaveNet network) is not supported.
Total calls Total number of calls received today (since the last midnight).
Abandon rate Abandoned calls as a percentage of total calls.
*55 Queue Statistics
Release 2.0 Service Pack 1
April 2011