Current Dialogue for Supervisors
See details of what Call, Chat, or E-Mail the Agent is working on. This provides Supervisors with the proper visibility to gauge when to join an interaction or coach an Agent's interaction with a customer.
Besides seeing that an Agent is “Talking” and the call’s length, Supervisors can use the 2Ring Team Gadget to view Current Call Details such as Call Trace (Number Called by Caller, Options Selected in the IVR, Queue the call came from, Wait Time in Queue, Holds, Transfers), Participants, Call Variables, & Wrap-Up Selected.
When an Agent is working on a Chat or E-Mail, the supervisor can see and review the conversation. To help the supervisor with coaching, details regarding the conversation are provided. Details included are: Duration, Variables, and Participants. With Chat, if a Bot or AI is being used, the supervisor is able to see when the Bot was engaged in the conversation and when the Agent takes over. When reviewing an e-mail the Supervisor can see the original e-mail and the response that the agent is drafting.