Monitor Calls

  1. In the supervisor login (Manager), you can monitor the live calls.
  2. Manager can interrupt and join the call along with the agent.
  3. Even if the manger start monitoring the call, it will connect as a conference with the customer/ contact and agent.
  4. It will not disconnect to the agent .
  5. If the customer/ contact disconnect the call it will disconnect to the agent as well as the manager who monitoring the call.
  6. After the call is done manager can view the last call history and other details (apps)
  7. Manager also can have the full control of the call as like agent have & view the contact details,
    1. Mute
    2. Hold the call
    3. Transfer
    4. Hang up
  8. 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.