Engage Voice | Using supervisor coaching tools
While an agent is on a call, a supervisor has access to several coaching tools they can use to guide an agent through a call or chat. These coaching tools include call monitoring, agent coaching, and call barging.
Let’s say you’re monitoring an agent and you would like to coach them through a call by telling them exactly what to say. You can choose to use the Coaching feature to ‘whisper’ to your agent — that is, speak to the agent without the other line being able to hear you.
Monitoring a call
Supervisors can monitor an agent while engaged in a conversation so they can analyze the call quality by silently listening in.
Follow these steps to monitor an agent:
1. Navigate to the Supervisor menu option via the left-hand navigation bar
2. Select an agent you’d like to monitor
3. Once you’ve clicked on the agent, you will be redirected to the agent details screen
4. Under Active Call, click on the Start Monitoring button on the right-hand side of the screen
5. The blue button will turn into red once you’ve started monitoring
6. You will see the status indicating that you’re monitoring an active call along with a timer that tells you how long you’ve monitored the agent
7. Once you’re done monitoring, click Stop Monitoring
Barging in a call
Supervisors have the capability to barge in or take control of a call when they feel like their agents need assistance. They can also disconnect that agent or end the call for everyone.
Follow these steps to barge in a call:
1. Navigate to the Supervisor menu option via the left-hand navigation bar
2. Select an agent you’d like to monitor
3. Once you’ve clicked on the agent, you will be redirected to the agent details screen
4. Under Active Call, click on the dropdown beside the Start Monitoring button and select Barge-In
5. You will see a notification that says ‘Connecting’ and then ‘Connected Barge-In’ along with a timer that tells you how long you’ve barged in a call
6. The Barge-In modal window will pop up on the upper right-hand corner and you will see the name of the agent, the time duration you’ve barged in that call, the Hangup button and an option to pause the agent or the customer
7. If you decide to use the Pause button, it will turn blue once you click it
8. If you would like to disconnect the agent and take control or disconnect everyone from the call, click Hangup
9. Select if you would like to end the call for everyone, just you, or the agent
10. Click Hangup
Coaching a call
Supervisors can coach an agent while engaged in a conversation by ‘whispering’ on the other line without letting the customer know.
Follow these steps to coach an agent:
1. Navigate to the Supervisor menu option via the left-hand navigation bar
2. Select an agent you’d like to monitor
3. Once you’ve clicked on the agent, you will be redirected to the agent details screen
4. Under Active Call, click on the dropdown beside the Start Monitoring button and select Start Coaching
5. Once connected, you will see a prompt that says ‘Coaching’ along with a timer that tells you how long you’ve been coaching the agent
6. If you would like to barge in a call while coaching, click on the dropdown and select Barge-In
7. If you would like to disconnect yourself, click Stop Coaching
Monitoring a chat
Monitoring an agent’s chat allows you to read the chat between the agent and the customer. You may also coach the agent while they’re chatting without letting the customer know. The message you send to the agent will be visible in the same chat window but won’t be visible to the customer.
Follow these steps to monitor a chat and coach an agent:
1. Select an agent you’d like to monitor from the supervisor dashboard
2. Once you’ve clicked on that agent, you will be redirected to the agent details screen
3. If an agent is engaged in a chat, you will see this under Active Chats, along with the queue group that agent is assisting, chat time duration, and conversation
4. Under the red bar, you can type in your message and send it to the agent if you would like to coach them while monitoring the conversation
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