Supervisor functionalities
Supervisors can barge in/join to active conference call between Agent, Traveler and other participants for coaching purposes, or intervene as needed.
To achieve that Analytics Console display Join button to Supervisors for the conversations their agents are engaged in. Once they click Join button, it opens softphone in new window and adds supervisor to that particular conversation.
The supervisor can join an active conversation in 3 different modes:
1. Silent mode
When the supervisor joins in silent mode, the agent and traveler both are not aware of the presence of the supervisor. The supervisor can listen to the conversation and drops once the agent has dropped or the call has ended. He/She may also choose to leave the call.
- From silent mode, the supervisor can decide to enter the conversation in whisper mode or barge-in.
- They can mute themselves
- They can not hold/resume other participants
- They can not add or remove participants
Supervisor Screen |
Agent Screen |
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2. Whisper mode
In whisper mode, the Agent is aware of the presence of the Supervisor but the traveler is not. So, agent and supervisor can communcicate with each other. The agent receives a notification once the supervisor joins the conversation. The supervisor drops once agent ends the call. He/She may also choose to leave the call.
- They can mute themselves
- They can not hold/resume other participants
- They can not add or remove participants
Supervisor Screen |
Agent Screen |
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3. Barge-in mode
In barge-in mode, both the Agent and the Traveler are aware of the supervisor's presence. The supervisor is an active participant in the conversation Softphone features for Supervisor are similar to what any agent on softphone would have -
- They can mute themselves
- They can hold/resume other participants
- They can add or remove participants
Supervisor Screen |
Agent Screen |
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Below is the flow diagram explaining all the three modes programmatically :
