supervisor capabilities. silent monitoring marquee messages call/chat messages agent status call...
TRANSCRIPT
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Supervisor
Capabilities
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Silent Monitoring
Marquee Messages Call/Chat Messages
Agent StatusCall Intercept
Barge - In
Teams
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Agent
Status
Monitoring
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Monitoring Agent Status
Supervisors can monitor which agents are on a call. They can also tell whether the call is a conference call
Supervisors can get more detailed call information by clicking on the agent’s name or conference call. In this case, Tanya is on a conference call with a customer and another agent, Mike Jones.
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Silent
Monitoring
Capabilities
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Simply highlight the agent’s name and click the monitor button
Silent Monitoring
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CallIntercept
Capabilities
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Call Intercept
A supervisor can intercept a call from the agent by clicking the intercept button.
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An intercept serves as a forced transfer to the supervisor. With an intercept the agent is no longer on the call.
In this example, the Supervisor intercepted the call from Tanya
Call Intercept
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The agent receives a notification on the desktop
that the Supervisor has intercepted the call
Call Intercept
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Barge - In
Capabilities
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Barge- In
A supervisor can barge-in on an agent call by clicking the intercept button.
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A barge serves as a forced conference call with the supervisor, agent, and caller.
In this example, Mary, the Supervisor barged –in on a call with Mike
Barge - In
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The agent receives a notification on the desktop
that the Supervisor has barged-in on the call
Barge - In
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Sending
Marquee
Messages
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Marquee Messages – Supervisor View
Supervisors can send marquee messages to any or all agents. The supervisor controls how long the marquee
scrolls on the agents’ desktop
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The agent receives the scrolling marquee message from the Supervisor in the call/chat window. In this example the Supervisor sent a message stating that the sales mainframe was going down in5 minutes.
Marquee Messages – Agent View
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Call/Chat
Capabilities
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Supervisors can send and receive call/chat messages from agents. Similar to the marquee message, Supervisors can choose to send a chat to any or all agents.
This shows the Supervisor preparing to send a Call/Chat to all agents.
Call/Chat –Supervisor View
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This is the same Call/Chat message on an agent’s desktop
Call/Chat – Agent View
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In Summary:
Cisco Turnkey CTI’s Supervisor Monitoring Capabilities include:
•Silent Monitoring
•Call Intercept
•Barge-In
•Call/Chat
Monitor agents calls right from the Supervisor’s desktop
A forced transfer to take the call from the agent
A forced conference to join the call
Agents chat together in writing when on the same conference call and anytime with supervisors