Call Center - Supervisor Coaching

Description

The Supervisor Coaching feature allows a call center or route point supervisor to coach an agent while the agent is on a call with a customer. During coaching, the agent can hear the supervisor, but the customer cannot hear the supervisor.

Requirements

This feature requires call center agents to have the Call Center Enterprise license.

The supervisor does NOT need a Call Center Enterprise license but does need a standard Enterprise, Engage, or Power Suite license.  The supervisor also needs the agents they want to coach to be assigned under them in the call center.
 

Using Supervisor Coaching

1. From the supervisor's line dial #85.
   
   NOTE: The supervisor's line cannot be in use for this feature to work.
    
2. After the stutter dial tone, enter the extension of the agent to enter a coaching session.
    
   • The agent must be assigned to the supervisor in the call queue, or the supervisor will hear an error message the number of the agent you wish to coach is not valid please hang up and try your call again.
      
3. The call will merge with the agent and customer, but only the agent can hear you.
    
4. To end the call session, hang up the line.
   
   NOTE: The session will automatically end when the agent's call ends.
    

If the supervisor wishes to join the call fully, they will need to hang up and barge into the agent's call.