4. Supervisor Bar
The Contivio Supervisor Bar includes a combination of management features complemented by some advanced user options.
Before using any of these advanced controls, we recommend checking with your Contact Center Supervisor to ensure you're aware of any implications.
Before using any of these advanced controls, we recommend checking with your Contact Center Supervisor to ensure you're aware of any implications.
Supervisor Tools (Monitor, Whisper, Barge-in)
Stop Monitoring
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If a Supervisor is listening in on a call, they can select the ‘Stop Monitoring’ icon to end the monitoring. Learn more by visiting our Supervisor Workflows page.
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Supervisor Whisper
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The ‘Supervisor Whisper’ allows a manager or a supervisor to coach a user or provide assistance during live conversations. The coaching audio is inaudible to other parties/callers. Learn more by visiting our Supervisor Workflows page.
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Supervisor Barge-in
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While monitoring a call, if it is clear that you need to talk directly to the user and/or the called party, you can immediately select the ‘Supervisor Barge-in’ icon to interrupt the call and talk with all engaged parties. Learn more by visiting our Supervisor Workflows page.
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Call Recording Controls
Start and Stop Recording
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Flexible recording rules let you meet specific needs for departments or business groups within the organization. The ‘Start’ and ‘Stop Recording’ icons allow you to manually record calls on demand when calls are not being recorded automatically.
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Extend Wrap Up
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A user can manually select the ‘Wrap Up’ icon after a communication has ended to complete work that is directly associated with the communication (e.g., log detailed notes in the CRM). The ‘Wrap Up’ function is not available to a user after a direct/normal outbound call has been made (e.g., dialing a number, hanging up and selecting ‘Wrap Up’ will not work) nor is it available for any other media types other than voice.
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