Assisting an Agent
Updated at April 10th, 2025
Table of Contents
The Assist function allows Supervisors to support Agents during live customer calls.
- This feature can be used only for routed calls
- The Supervisor must be logged in either via a web client or phone for the audio to establish.
How to Use the Assist Function
- Access the Monitoring Interface
- Navigate to the Monitoring menu.
- In the Agent Performance section, locate the relevant Agent.
- Click the first icon next to the Agent’s name. (2)
- Select the Assist option. (3)
After the function has been started, the Supervisor can listen to the conversation and has the following options for further assistance:
Talk
Press and hold the ‘Talk’ button to speak privately to the Agent. The customer cannot hear the Supervisor, but can still hear and talk to the Agent.
Take Over
Click the ‘Take over’ button to take over the call from the Agent immediately. The agent is then placed into ‘After Call Work’ status.
Close
Click the Close button to exit the Assist session. The conversation between the Agent and the customer will continue uninterrupted.
