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Common agent functions on Agent Desktop
Conferencing in a supervisor
Conference in a supervisor if you want to speak to your customer and your contact
center supervisor.
Procedure steps
Step
1
2
3
Calling your supervisor
You can call your supervisor if you are not currently handling a call.
To call a supervisor when you are on a call, see
Procedure steps
Step
1
Using the Emergency key
Use the Emergency key if you require immediate assistance from your contact center
supervisor while handling a call. For example, if you talk to a customer who suddenly
threatens you, you may want to add your supervisor to the call immediately. On Offsite
Agent the emergency key initiates a conference in the same way as conferencing your
supervisor.
Procedure steps
Step
1
2
42
NN44400-120 Offsite Agent User Guide
Action
On the Agent Desktop Action bar menu, click Supervisor to place the customer on
hold and conference in your supervisor.
Speak to your supervisor, if necessary, before you conference in the customer.
Click Supervisor again to take the customer off hold and conference in the customer
and your supervisor.
Action
On the Action bar, click Call Supervisor.
Action
On the Agent Desktop Top bar menu, click Emergency to place the customer on hold
and conference in your supervisor.
Speak to your supervisor, if necessary, before you conference in the customer.
--End--
Conferencing in a supervisor (page
--End--
42).
26 November 2010
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