Upload
cecil-harrell
View
217
Download
0
Embed Size (px)
Citation preview
Supervisor
Capabilities
Silent Monitoring
Marquee Messages Call/Chat Messages
Agent StatusCall Intercept
Barge - In
Teams
Agent
Status
Monitoring
Monitoring Agent Status
Supervisors can monitor which agents are on a call. They can also tell whether the call is a conference call
Supervisors can get more detailed call information by clicking on the agent’s name or conference call. In this case, Tanya is on a conference call with a customer and another agent, Mike Jones.
Silent
Monitoring
Capabilities
Simply highlight the agent’s name and click the monitor button
Silent Monitoring
CallIntercept
Capabilities
Call Intercept
A supervisor can intercept a call from the agent by clicking the intercept button.
An intercept serves as a forced transfer to the supervisor. With an intercept the agent is no longer on the call.
In this example, the Supervisor intercepted the call from Tanya
Call Intercept
The agent receives a notification on the desktop
that the Supervisor has intercepted the call
Call Intercept
Barge - In
Capabilities
Barge- In
A supervisor can barge-in on an agent call by clicking the intercept button.
A barge serves as a forced conference call with the supervisor, agent, and caller.
In this example, Mary, the Supervisor barged –in on a call with Mike
Barge - In
The agent receives a notification on the desktop
that the Supervisor has barged-in on the call
Barge - In
Sending
Marquee
Messages
Marquee Messages – Supervisor View
Supervisors can send marquee messages to any or all agents. The supervisor controls how long the marquee
scrolls on the agents’ desktop
The agent receives the scrolling marquee message from the Supervisor in the call/chat window. In this example the Supervisor sent a message stating that the sales mainframe was going down in5 minutes.
Marquee Messages – Agent View
Call/Chat
Capabilities
Supervisors can send and receive call/chat messages from agents. Similar to the marquee message, Supervisors can choose to send a chat to any or all agents.
This shows the Supervisor preparing to send a Call/Chat to all agents.
Call/Chat –Supervisor View
This is the same Call/Chat message on an agent’s desktop
Call/Chat – Agent View
In Summary:
Cisco Turnkey CTI’s Supervisor Monitoring Capabilities include:
•Silent Monitoring
•Call Intercept
•Barge-In
•Call/Chat
Monitor agents calls right from the Supervisor’s desktop
A forced transfer to take the call from the agent
A forced conference to join the call
Agents chat together in writing when on the same conference call and anytime with supervisors