Assigned as a Call Center Supervisor? Learn more about your Call Center's features and how to use coaching features like Listen or Barge In from either your softphone or mobile apps.
Call Center Inbox
If you've been assigned as an Operator or Agent on another line, then the Call Center Inbox should look pretty familiar to you.
Similarly to other shared lines, Supervisors will find the following under their Call Center Inbox:
- Hold Queue
- Active Calls
- New Notifications
- All Notifications
Let's take a closer look at the specific areas most important to Supervisors, starting with listening into active Rep calls.
Whether you're coaching a Rep through a new call or simply running some QA checks, Supervisors can listen into any active Call Center calls.
Just navigate to Active Calls and select Listen In to ring out to the active call.
From this screen, you'll have the option to Record, Hold, or Hangup the call. You'll also have the option to Barge In/Take Over the call.
Keep in mind that if you select either Hold or Hangup, those actions will affect your portion of the call (so not your Rep or the customer).
Barge In/Take Over
Maybe a call you've been listening in on needs a little extra TLC. With Barge In, Supervisors are able to join existing active calls to offer help or assistance.
And if needed, Supervisors can take over control of the call completely. Just hit Take Over to accept the call on your line, dropping your current Rep.
Set Agents to Available/Unavailable
Easily manage Reps from one central location. Supervisors not only are able to get a rundown of their team but quickly toggle Reps to available or unavailable for individual call centers.
Have more questions about Call Centers? Check out FAQ.