10.8 Supervision or acceptance of an assistance request
The supervisor has access to the supervision functions either by accepting an assistance request from
an agent or by pressing the 'Help ' function key in the 'Perso ' page.
• Listen
By pressing this key, the supervisor starts a discrete listen-in procedure. The supervisor can then
listen in on the conversation between an agent and his caller, but cannot participate in the
conversation.
• Intrusion
This key allows the supervisor to intrude in a communication. This intrusion is signalled to the
agent and his caller by an audible beep and the supervisor can cut-in on the conversation at any
time. If the agent on-hooks or if the supervisor presses the 'Help ' key, only the supervisor and
the caller will be in communication.
• Restrictive
The agent is in communication with a caller. This function allows the supervisor to talk just with
the agent without the caller being informed of this intrusion (restrictive).
• Permanent
The supervisor can view on his display the dynamic states (out of service, ACD calls, private
calls, Wrap-up, pause, etc.) and static states (withdrawn, available, Log-Off, etc.) of an agent in
real-time.
• Cancel
Pressing this key results in the rejection of an agent assistance request.
10.9 Close a supervisor session
• LogOff
• Enter your personal password.
• Apply The session is closed.
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