How to Listen Only, Join Call or Whisper on a call as a Call Center Supervisor

One of the features that Voiceware's Platform offers is a Call Center Supervisor Profile's ability to Listen, Whisper, or Join a real-time call.

Below we'd like to describe the steps needed to perform such action. 

1- Log in to our portal using your Call Center Supervisor Profile.

2- Scroll down and search for Agents on the right of the screen. 

3- Find the agent you need to listen to on a call and select the speaker icon to the right of his/her name.

4- You will receive a call to your extension with Caller ID Bridge for Audio Monitoring.

5- After joining the call a new pop-up window will appear on the bottom of the screen. Here you can select Join Call or Whisper to the selected extension. 

Note:

1- The Join Call button means that you will be joining the call and be able to speak to both parties, your agent and the client.

2- The Whisper to button means that you will only be speaking to the selected agent, and the client won't be able to hear what you are saying. 

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