- In the supervisor login (Manager), you can monitor the live calls.
- Manager can interrupt and join the call along with the agent.
- Even if the manger start monitoring the call, it will connect as a conference with the customer/ contact and agent.
- It will not disconnect to the agent .
- If the customer/ contact disconnect the call it will disconnect to the agent as well as the manager who monitoring the call.
- After the call is done manager can view the last call history and other details (apps)
- Manager also can have the full control of the call as like agent have & view the contact details,
- Hold the call
- Hang up
- Click the stop monitoring button, manager can switch to another live call for monitoring.
Doing things right is important. But doing the right things is vital.