Appendix
Communication Assistant
CA Supervisor - Agent Support
Supervisors can support agents who need help with difficult customer calls.
Listen-In
Supervisors can listen in to the conversation of any
agent extension number.
Take Over
Supervisors can take over the telephone
conversations of agent extension numbers.
Busy Override
Supervisors can override the call of any agent
extension number.
Supervisor
Customer
Agent
Listen
Call
86
Improved Work Efficiency
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