Supervisor

Capabilities

Silent Monitoring

Marquee Messages Call/Chat Messages

Agent StatusCall Intercept

Barge - In

Teams

Agent

Status

Monitoring

Monitoring Agent Status

Supervisors can monitor which agents are on a call. They can also tell whether the call is a conference call

Supervisors can get more detailed call information by clicking on the agent’s name or conference call. In this case, Tanya is on a conference call with a customer and another agent, Mike Jones.

Silent

Monitoring

Capabilities

Simply highlight the agent’s name and click the monitor button

Silent Monitoring

CallIntercept

Capabilities

Call Intercept

A supervisor can intercept a call from the agent by clicking the intercept button.

An intercept serves as a forced transfer to the supervisor. With an intercept the agent is no longer on the call.

In this example, the Supervisor intercepted the call from Tanya

Call Intercept

The agent receives a notification on the desktop

that the Supervisor has intercepted the call

Call Intercept

Barge - In

Capabilities

Barge- In

A supervisor can barge-in on an agent call by clicking the intercept button.

A barge serves as a forced conference call with the supervisor, agent, and caller.

In this example, Mary, the Supervisor barged –in on a call with Mike

Barge - In

The agent receives a notification on the desktop

that the Supervisor has barged-in on the call

Barge - In

Sending

Marquee

Messages

Marquee Messages – Supervisor View

Supervisors can send marquee messages to any or all agents. The supervisor controls how long the marquee

scrolls on the agents’ desktop

The agent receives the scrolling marquee message from the Supervisor in the call/chat window. In this example the Supervisor sent a message stating that the sales mainframe was going down in5 minutes.

Marquee Messages – Agent View

Call/Chat

Capabilities

Supervisors can send and receive call/chat messages from agents. Similar to the marquee message, Supervisors can choose to send a chat to any or all agents.

This shows the Supervisor preparing to send a Call/Chat to all agents.

Call/Chat –Supervisor View

This is the same Call/Chat message on an agent’s desktop

Call/Chat – Agent View

In Summary:

Cisco Turnkey CTI’s Supervisor Monitoring Capabilities include:

•Silent Monitoring

•Call Intercept

•Barge-In

•Call/Chat

Monitor agents calls right from the Supervisor’s desktop

A forced transfer to take the call from the agent

A forced conference to join the call

Agents chat together in writing when on the same conference call and anytime with supervisors