Supervisor to Start Agent Guidance

As a supervisor, you need:

• The user setting template setting Enable Supervisor Elements and Actions and the chat function enabled
• Rights to serve in the internal chat queue created for agent guidance
• Rights to barge-in, listen, and coach

1. Start the agent guidance either in Communication Panel or Dashboard.

   In Communication Panel:

   • Check Availability in the Home view
   • Directory list and detailed view
   • History list and detailed view

     

   In Dashboard:

   • Agent list and the agent details view
   • Conversations list

2. Choose the agent and click Agent guidance.

   The agent guidance chat opens between you and the agent.

   If the conversation is a phone call, open the Agent guidance extension to see options:

   

   • Listen: When you open the extension, listening begins automatically. To stop listening, click the Stop button.

   • Coach: Speak with the agent during the customer call. Only the agent hears your coaching.

   • Join call: Participate in the call. When you join the call, everyone in the call can hear and speak to each other. (Includes conference calls)

   • Intercept: Intercept the call from the agent. The agent is disconnected and you continue with the caller.

   • Hang up: Hang up the call. All participants are disconnected and the call ends.