The Assist function allows Supervisors to support Agents during live customer calls. 

Supervisor Initiated Assistance

1. Access the Monitoring Interface

2. Navigate to the Monitoring menu.
3. In the Agent Performance section, locate the relevant Agent.
4. Click the first icon next to the Agent’s name. (2)
5. 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.

Agent Requested Assistance

Step 1: The agent requests assistance

Once clicked, their icon will turn red. If assistance was accidentally clicked or is no longer needed, the agent can click the icon again, as shown below.

Step 2: The Supervisor receives a notification to action

As seen below, the supervisor will receive a pop-up notification, and the agent line will flash red.

1. Click the 3 dots next to an agent's name and click ‘Assist’. At this point, the agent is shown a notification that assistance has been initiated and their icon has turned green.

2. Answer the call on the webclient or phone
3. Once answered, the pop-up box will be shown, giving the options to
   1. Listen
   2. Whisper (caller will not hear supervisor speaking)
   3. Take over the call. This will release the agent from the call.
4. When finished, click the ‘Close’ button, which will drop the assistance call.
5. Click the 3 dots next to the agent name again and click the Assist button again to change their icon from green back to blue.