Table of contents
Change state of agent
Supervisor can use Team Performance gadget to change the state of an agent to Ready or Not Ready, or sign the agent out of the Finesse desktop.
- In the Team Performance gadget, select the agent whose state you want to change.
- To force the agent into Ready state, click Ready. To force the agent into Not Ready state, click Not Ready. To sign the agent out, click Sign Out.
Monitor a call
Supervisor can monitor only one agent at a time. Supervisor must be in Not Ready state to monitor an agent.
- In the Team Performance gadget, Select the agent that you want to monitor. The agent you select must be in Talking state. The Start Monitoring button becomes active.
- Click Start Monitoring.
- To end the silent monitor call, click End.
Barge in on a call
The Barge In feature allows you to join a call between an agent and a caller.
NOTE: You can only barge in on a call that you are silently monitoring.
NOTE: You can only barge in on a call that you are silently monitoring.
- In the Team Performance gadget, Select the agent that you want to monitor. The agent you select must be in Talking state.
- Click Start Monitoring.
- Click Barge In. The call becomes a conference call between you, the agent, and the caller.
Intercept a call
After you barge in to a call between an agent and a caller, you can intercept the call by dropping the agent from the call.
- Click Drop drop-down list.
- Click the agent who you want to drop from the list of participants. The selected agent is dropped from the call.