Installation guide

Supervising other agents’ calls 6-19
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
How supervised calls appear in the Call Monitor
When you join another agent’s call, the call appears in your Call Monitor as a normal
conference call.
When you monitor or coach an agent on a call, the call appears in your Call Monitor showing
all three parties to the call. Your row—the top row in the call—is labelled “Monitoring” or
Coaching”. The following example shows a call being monitored.
• If you are coaching an agent, the agent sees you as a party in the call.
• If you are monitoring an agent, the agent does not see you as a party, unless that agent has
the permission
View agents being monitored set to Allow. See the next section, “Viewing
when agents are being monitored.”
To supervise another user’s call using ViewPoint
1 In ViewPoint, select one of the following:
• A call in the Call Monitor
• A user in the Extensions list who is currently on a call
2 Choose
Actions > Supervise, and select the supervisor mode you want to use—Coach,
Monitor, or Join. The Supervise option is available only if both you and the other users in
the call permit that supervisor mode.
To supervise another user’s call using the phone
1 Pick up the phone and enter one of the following commands at the dial tone:
•
*57 (Join)
•
*58 (Coach)
•
*59 (Monitor)
2 Enter the extension of the user whose call you want to join, coach, or monitor, followed by
#.
3 Press
1 to confirm the extension, or press * to enter a different extension.
Release 2.0 Service Pack 1
April 2011