Example of Agent Guidance Use

Supervisor is mentoring a new agent or wishes to follow the handling of a particular conversation in process for quality purposes.

1. Choose any of the options to launch the Agent Guidance.

   An internal chat opens between the supervisor and agent. The agent is notified that a supervising session has been started.

2. To monitor the agent's ongoing conversations, click Monitoring or the agent guidance icon.

   

   A separate agent guidance view opens in the supervisor’s extension area with the agent's ongoing conversations now in view.

3. View the individual conversations in detail using the left and right carousel feature.
4. Alternatively use the Auto-Monitoring button.

   The view is then automatically changed according to the agent’s actual actions. Using the Back to List button disables the auto-monitoring and returns the view back to the agent’s current conversation list view.

5. Advise the agent via the internal chat session.

   During a chat conversation you can use the Reference action to comment on a particular customer chat entry.

   

   This copies the referenced text to a chat response to agent (displaying the quoted text as a reference point of assistance). Only the agent can see this.

   

6. If the agent has allowed you to monitor their calls, you have several options such as listening into the call and observing the conversation.

   Administrators define whether agents can control call monitoring. If they can, call monitoring can be denied also during an active call.

   

7. To stop the agent guidance session, end the internal chat.