Installation guide

Supervising other agents’ calls 6-20
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
Note: You can enter the complete digit string rapidly without waiting for the prompts. For
example, to coach extension 102, you can enter
*58 102# 1.
4 Once connected to the call, you can use the following phone command options:
• To change the supervisor mode—for example, from monitoring to coaching—press
Flash, then enter the code for the new mode.
• To supervise a different user, press
Flash # to return to the dial tone, then begin again.
Viewing when agents are being monitored
Agents who have the permission View agents being monitored set to Allow can see when an
agent is being monitored by another agent. The monitoring agent appears in the Call Monitor as
another party in the call, identified by the Status “Monitoring”.
Agents who have the permission set to Disallow (the default) cannot see when they or other
agents are being monitored.
Note the following:
• When a supervisor begins supervising a queue call, any call notes disappear from the Call
Monitor. This is because the notes are stored for the queue, not the agents. To see the call
notes, look at the queue’s Call Log. Agent notes made after the call will show in the
agent’s Call Log.
• The Call Log does not keep a record of whether agents were monitored.
Release 2.0 Service Pack 1
April 2011