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Managing Call Center Agents

Call agent supervisors and office managers can view call center agent information to determine agent call activity and performance levels. For each call agent extension in your domain, you can view agent statistics and call-queue priorities. You can also access call recordings for an agent if call recording is enabled.

The AGENTS >> section of the Call Center Manager dashboard shows a list of agents (phone extensions) assigned to one or more call queues. A green icon next to an agent name shows the agent is online. A grey icon next to an agent name shows the agent is offline.

To navigate the AGENTS >> section:

  • Click the blue drop-down arrow to sort the agent list by most recent online agents, agent extension, last name, or first name.
  • Click the search icon to find a specific call agent or phone extension.
  • Hover over an agent’s name to view a popup window to access agent extension statistics, queues, and call recordings.

Viewing Agent Statistics

In the AGENTS >> section, click the Statistics icon next to a call agent extension to show detailed call statistics graphs for an agent. See “Viewing My Graphs” for more information about the My Graphs section.

Changing Agent Queue Priority Levels

Call agent supervisors and office managers can change the call-queue priority level for an individual agent handles inbound calls from multiple call queues. When an agent services multiple queues, you might want to apply priority rules to ensure the agent’s skills are applied where they are most needed. For example, if you have English and Spanish queues, you may need the Spanish queue to have a higher priority than the English queue for bilingual agents.

Priority Rules to Know

  • Priority applies when an agent services multiple queues and multiple queues have a caller waiting for dispatch to an agent.
  • The queue where the available agent has the highest priority (lowest number) will be the serviced queue.

To change agent queue priority levels:

  • In the AGENTS >> section on the Call Center Supervisor dashboard, click the Queues icon next to a call agent extension.

The Queue Priority dialog box displays.

  • Make changes to the queue priorities as needed and then click Save. Refer to the Call Queue option descriptions on the next page.

The following table describes each column in the Queue Priorities section:

Listening, Barging In, or Whispering on an Agent Call

If enabled, call center supervisors and office managers can use the AGENTS >> section on the Call Center Supervisor dashboard to interact with a currently ongoing agent call.

When you access a call, you have the choice to listen, barge in, or whisper to an agent while the agent is on a call.

  • Listen – Allows you to only listen in on an agent’s current call. No audio is passed to the agent or the caller to whom they are speaking. With the listen feature, you are an unnoticed observer on the call.
  • Barge-In – Allows you to access an agent’s current call to have a 2-way conversation with both the agent and the caller to whom they are speaking. With the barge feature, you are an active participant on the call.
  • Whisper – Allows you to access an agent’s current call to speak to the agent; however, the caller the agent is speaking with will not hear you speak to the agent. With the whisper feature, you can engage with the agent and yet be invisible to the caller.

Listening to or joining an agent call can help when monitoring or coaching a call agent on their performance, help an agent close a sale, or glean other critical information from a call. Interacting with an agent call can also help you be aware of any potential customer trends that need to be addressed.

NOTE: You can also set up call recording depending on the business need. See the “Hosted Voice Administrator User Guide” for more information about the Call Recording feature.

To listen in on an agent call:

  • In the AGENTS >> section of the Call Center Supervisor dashboard, hover your mouse over the desired call agent’s name, and then click the Speaker icon next to the agent’s extension.
  • The Audio Monitoring dialog box displays.
  • Click Listen Only. The call is sent to your assigned phone.
  • Listen in on the agent’s current call as needed.

To barge in on an agent call:

  • In the AGENTS >> section of the Call Center Supervisor dashboard, hover your mouse over the desired call agent’s name, and then click the Speaker icon next to the agent’s extension.
  • The Audio Monitoring dialog box displays.
  • Click Join Call. The call is sent to your assigned phone.
  • Join in on the agent’s current call as needed.

To whisper to an agent on their call:

  • In the AGENTS >> section of the Call Center Supervisor dashboard, hover your mouse over the desired call agent’s name, and then click the Speaker icon next to the agent’s extension.
  • The Audio Monitoring dialog box displays.
  • Click Whisper to <Agent Extension>. The call is sent to your assigned phone.
  • Join in on the agent’s current call as needed. You can speak to the agent, but the caller will not hear you.
Updated on May 21, 2021

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