Supervisors: live calls, wallboard, listen, whisper and barge
Watch live calls in Dialstitch, listen in, whisper to agents, barge in or take over, and put queue stats on a wallboard.
Owners and admins get a Supervise section in the sidebar with Live Calls, Wallboard, Analytics and Quality. Live calls, the wallboard, and listen, whisper and barge are part of the Contact Centre plan.
Live calls
Live Calls lists every call in progress with the caller, number, agent, duration and the live transcript.
Listen, whisper, barge and take over
Pick a mode under Monitor on a call:
- Listen: hear both sides silently.
- Whisper: talk to the agent. The caller can't hear you.
- Barge: join as a 3-way call.
- Take over: you take the caller and the agent is dropped.
Your own softphone rings to join. You can switch modes during the call. Monitoring needs the agent's browser to be connected.
- By default, agents aren't told when a supervisor joins. Turn on Show agents when a supervisor is listening, whispering or barging on the Live Calls page to tell them.
- Every start, switch and stop is logged.
Wallboard
The Wallboard shows each call queue's callers waiting, longest wait, service level and calls today, plus every agent's status, how long they've been in it and their current call. It refreshes every few seconds.
- Select TV mode to open a full-screen view for a wall display.
- Filter by office or department.