Running the desk
Use the supervisor tools
Watch queues and agents, listen to, whisper to or join a call, supervise chats, and put the wallboard on a screen.
Steps
Open the Supervisor page
Choose Supervisor. The queue table shows how much work is waiting, offered and assigned, the oldest wait and the expected wait. The agent table shows each agent's state and load.
Listen, whisper or barge on a call
An agent who is on a call has three buttons on their row. Listen lets you hear the call without being heard. Whisper lets you speak to the agent only. Barge joins the call. If your phone system is not connected, the request is recorded but there is no audio.
Supervise chats
Open Chat supervision for live digital conversations. Open shows a conversation read-only; nothing you do there is sent to the customer. Send whisper writes a note that only the assigned agent and supervisors see.
Take over a conversation
In an open conversation, choose Take over this conversation, then Yes, take over. It is withdrawn from the current agent and assigned to you. Taking over needs an agent record on your user.
Log an agent out
If an agent has left their desk online, choose Log out on their row to take them offline.
Put the numbers on a screen
Wallboard shows queues and agents live. TV mode is for a wall screen. Alerts watch a metric and fire after the number of breaches you set. Call quality shows the calls on the phone system now and in the last hour.
Good to know
- Some pages depend on your role, or on a custom role your administrator made: see Roles, network limits and API tokens.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.