Call Center – Monitoring Supervisors – Agents

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What you need to know:

This article provides details on the Call Center Agent related topics shown on left navigation.


1.

Select Supervisors to Monitor

The System allows you to monitor the phone state of selected supervisors (up to 50). This is useful when you are escalating a call and want to quickly find a supervisor who is available to take a call.

You use the Supervisors panel to view the phone state of selected supervisors and to select supervisors to monitor. Supervisors who are not monitored have their state set to unknown.

  1. To add supervisors to your Monitored Supervisor list, in the Supervisor panel, click Edit.
  2. Check the box next to each supervisor to monitor.
  3. Click image for large view
  4. Click Save. The list of selected supervisors is saved on sign-out, as part of your workspace.
  5. Once you have selected the supervisors to monitor, you can view their current phone state.  The icons shown next to their name, describe their current phone state.  Phone status options include:

    • Idle:  Displayed using a Green icon – this lets you know the supervisor’s phone is on-hook and that supervisor is not on a call.
    • Busy:  Displayed using a Green icon – this lets you know the supervisor’s phone is off hook and that supervisor IS on a call.
    • Do Not Disturb:  Displayed using the Do Not Disturb icon – this lets you know that the supervisor has enabled the Do Not Disturb service.
    • Ringing: Displayed using the Ringing icon – this lets you know the supervisor’s phone is in alerting state; a call is currently being delivered to the supervisor.
    • Private:  Displayed using the Lock icon – this lets you know the supervisor has enabled phone status privacy.
    • Unknown:  Displayed using a gray icon – this lets you know supervisor’s phone state is currently unavailable or unknown.  This state is shown if you have not chosen to monitor that supervisor.



2.

Escalating calls to supervisors

There are two types of escalations – normal escalation and emergency escalation.  Both types of escalations enable you to escalation to any available supervisor – or select a specific supervisor to escalate to. 

In a normal escalation, your active call is put on hold when you escalate the call, and you can then conference the parties together after you talk to your supervisor. 

  1. To perform this escalation, while on an active call, click the Escalate button in the Supervisor’s panel. The system will escalate your call to the first Supervisor on the list with the Idle phone state.  Or, select a specific supervisor to escalate to, and click
  2. Click image for large view
  3. You will see the call in the Call Console. Once you have spoken to the supervisor and want to join the calls into a conference, click the conference button. The call will then appear in the Conference Call Panel.
  4. Click image for large view
  5. To leave the call – but enable the caller and your Supervisor to stay on the line, click Leave. To end the call for all parties, click End.

In an emergency escalation, your active call is not placed on hold, and a supervisor is immediately bridged into the call. 

  1. To perform this type of escalation – click the Emergency Escalation Button, or select a supervisor and click Emergency Escalate. The call will appear in the Conference Call Panel as soon as the Supervisor answers. 
  2. To leave the call – but enable the caller and your Supervisor to stay on the line, click Leave. To end the call for all parties, click End.