Agent Guidance

Agents can request one-to-one guidance via chat with a supervisor.

As an agent, you can initiate an internal chat with a supervisor if you need assistance handling conversations:

1. Click the plus icon and choose Ask for Agent Guidance.

   The option Ask for Agent Guidance is available in all views, and you can start the chat during an active conversation or, for example, in the Directory or History views.

2. When your request is accepted, you can chat with the supervisor.

As a supervisor, you need:

• Supervisory feature enabled in System Configurator (SC).
• Rights to serve in the internal chat queue created for agent guidance.

1. Join the internal chat queue.
2. Accept the agent guidance request.