Common agent functions on Agent Desktop
Conferencing in a supervisor
Conference in a supervisor if you want to speak to your customer and your contact center supervisor.
Procedure steps
Step Action
1On the Agent Desktop Action bar menu, click Supervisor to place the customer on hold and conference in your supervisor.
2Speak to your supervisor, if necessary, before you conference in the customer.
3Click Supervisor again to take the customer off hold and conference in the customer and your supervisor.
Calling your supervisor
You can call your supervisor if you are not currently handling a call.
To call a supervisor when you are on a call, see Conferencing in a supervisor (page 42).
Procedure steps
Step Action
1On the Action bar, click Call Supervisor.
Using the Emergency key
Use the Emergency key if you require immediate assistance from your contact center supervisor while handling a call. For example, if you talk to a customer who suddenly threatens you, you may want to add your supervisor to the call immediately. On Offsite Agent the emergency key initiates a conference in the same way as conferencing your supervisor.
Procedure steps
Step Action
1On the Agent Desktop Top bar menu, click Emergency to place the customer on hold and conference in your supervisor.
2Speak to your supervisor, if necessary, before you conference in the customer.
42 | 26 November 2010 |
