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Agent Management

Agent Management is a Pro Feature.

Managers and admins have access to the Agent Management page, which provides an overview of all agents managed (for managers) or all agents on the account (for admins). Managers and admins can begin or end agent sessions, mark agents as ready or away and pause the queue for an agent.

The agent list can be filtered according to agent state or searched.

View agent session

Selecting an individual agent provides a quick view of their agent state and which queues they are assigned to. Click the drop down arrow to see more.

Begin or end agent session

The manager or admin can individually end an agent’s session.

Bulk change agent state

The manager or admin can change an agents state between Ready and Away individually or in bulk. When the Away status is changed by a manager or admin, it will change to manual_away.

Pause queue

The manager or admin can pause one or more queues for the agent. Pausing the queue for an agent will pause the entire queue.

Eavesdrop, Whisper, Barge

Managers can listen to a call, speak to the agent only or join in the call with the agent and customer if required.

  • Eavesdrop: Allows the manager/admin to listen in on the call only.
  • Whisper: Allows the manager/admin to listen and whisper notes or suggestions to the agent; the caller will not hear this.

  • Barge: Allows the manager/admin to join the call; the caller will be included.

  • During an ongoing call, click the Members tab and go to the agent who is On Call

  • Click the status and select the option to Eavesdrop

  • This will cause the managers device to ring; accept the call to listen to the agents call.

  • While Eavesdropping as a manager, go to the Agent Workspace.

  • Select Whisper or Barge to intervene on the call.