Agent Guidance
Call monitoring is now supported.
Supervisors can monitor agents' calls with the following actions:
- Listen to an agent's call
- Coach an agent during a call
- Join the call (barge in)
- Control record of the call
- Intercept the call
- Hang up the call
Supervisors can also advise agents during chat conversations so that the supervisor's reply is only seen by the agent.
The agent guidance function can also be launched from Supervisor Dashboard.
Activate the call monitoring function in the agents' user settings template in .