# Call Centre Supervisor Tools

Some tools for Call Centre supervisors to use to coach, support and step into problematic calls

# 65.039 Advanced Call Handling

<table id="bkmrk-docs" style="border-collapse:collapse;width:100%;"><colgroup><col style="width:50%;"></col><col style="width:50%;"></col></colgroup><tbody><tr><td>![](https://hub.safeharboursupport.com/media/KBImages/safeharbour-logo-colour-nobg-500x140.png)</td><td style="background-color:rgb(247,91,0);">### <span style="color:rgb(255,255,255);">**Docs**</span>

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**<span>Document Control</span>**<span> </span>

<table id="bkmrk-document-name%C2%A0-35.01" style="width:100%;"><tbody><tr><td style="width:18.5325%;">**<span>Document Name</span>**<span> </span>

</td><td colspan="3" style="width:81.4668%;"><span>65.039 Advanced Call Handling</span>

</td></tr><tr><td style="width:18.5325%;">**<span>Version</span>**<span> </span>

</td><td colspan="3" style="width:81.4668%;"><span>v1.0 Current</span>

</td></tr><tr><td style="width:18.5325%;">**<span>Author</span>**<span> </span>

</td><td colspan="3" style="width:81.4668%;"><span>Neil Tancock, IT Services (Safeharbour Support Ltd), <neil@safeharboursupport.com>[<span> </span>](mailto:neil@safeharboursupport.com)</span>

</td></tr><tr><td style="width:18.5325%;">**<span>Approval</span>**<span> </span>

</td><td colspan="3" style="width:81.4668%;"><span>Safeharbour Support</span><span> </span>

</td></tr><tr><td style="width:18.5325%;">**<span>Approval date</span>**<span> </span>

</td><td style="width:22.3819%;"><span>01-JAN-2025</span><span> </span>

</td><td style="width:29.5424%;">**<span>Review date</span>**<span> </span>

</td><td style="width:29.5424%;"><span>31-DEC-2027</span><span> </span>

</td></tr><tr><td style="width:18.5325%;">**<span>Absract</span>**<span> </span>

</td><td colspan="3" style="width:81.4668%;">Wildix has a range of Video Conferencing options available that are all seamlessly integrated. can be managed directly from Collaboration and integrate with calendars

</td></tr><tr><td style="width:18.5325%;">**<span>Scope</span>**<span> </span>

</td><td colspan="3" style="width:81.4668%;"><span>This document applies to all clients of Safeharbour Support Ltd</span>

</td></tr><tr><td style="width:18.5325%;">**<span>Inputs</span>**<span> </span>

</td><td colspan="3" style="width:81.4668%;"><span>None</span><span> </span>

</td></tr><tr><td style="width:18.5325%;">**<span>Outputs</span>**<span> </span>

</td><td colspan="3" style="width:81.4668%;"><span>None</span>

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**<span>Change Control</span>**<span> </span>

<table id="bkmrk-date%C2%A0-author%C2%A0-versio" style="width:98.5185%;"><tbody><tr><td style="width:14.4291%;">**<span>Date</span>**<span> </span>

</td><td style="width:17.8168%;">**<span>Author</span>**<span> </span>

</td><td style="width:12.2079%;">**<span>Version</span>**<span> </span>

</td><td style="width:55.5459%;">**<span>Change</span>**<span> </span>

</td></tr><tr><td style="width:14.4291%;"><span>02-DEC-2024</span><span> </span>

</td><td style="width:17.8168%;"><span>Neil Tancock</span><span> </span>

</td><td style="width:12.2079%;"><span>0.0</span><span> </span>

</td><td style="width:55.5459%;"><span>First version</span>

</td></tr><tr><td style="width:14.4291%;"><span>01-JAN-2025 </span>

</td><td style="width:17.8168%;"><span>Neil Tancock </span>

</td><td style="width:12.2079%;"><span>1.0 </span>

</td><td style="width:55.5459%;"><span>Approved </span>

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#### **Call Monitoring &amp; Coaching**

If you manage a group of people in a Call Centre you have the tools, if they are enabled, to monitor your team's calls and optionally coach them. While in Collaboration and a colleague is on a call, mouse over the colleague , click on Options button (three dots) and an additional set of options will be presented:

[![image-1643988701478.png](https://docs.safeharboursupport.com/uploads/images/gallery/2022-02/scaled-1680-/cMAtBMpaO3UJ1MOH-image-1643988701478.png)](https://docs.safeharboursupport.com/uploads/images/gallery/2022-02/cMAtBMpaO3UJ1MOH-image-1643988701478.png)

- Listen enables you to silently monitor a call. You can hear the parties, but they cannot hear you.
- Whisper enables you to coach a member of your team. You can hear both parties but only your team member can hear you
- Barge enables you to take control of a call if you think you need to step in. All parties can hear each other,.

#### **Call pickup / see who is calling**

To see who is calling:

Go to the Colleagues tab and focus the mouse cursor on the user who has a ringing call / is talking on the phone (same option is available in Feature keys / Messaging tab). If you have the authority, you can see who they are on a call with.

To pick up a call:

- Go to the Colleagues tab
- Mouse over a colleague who has a ringing call, click on Options button (three dots) and select Pick up. Or right-click on a colleague and select Pick up:  
    [![c13.png](https://docs.safeharboursupport.com/uploads/images/gallery/2021-11/scaled-1680-/wfw8c70mBjG61XTw-c13.png)](https://docs.safeharboursupport.com/uploads/images/gallery/2021-11/wfw8c70mBjG61XTw-c13.png)

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<table id="bkmrk-need-help%3F%C2%A0-get-in-t" style="margin-left:auto;margin-right:auto;width:71.4432%;height:153.563px;"><tbody><tr style="height:22.3906px;"><td style="width:97.8756%;height:22.3906px;text-align:center;"><span style="color:rgb(4,121,181);">**Need help? G**</span><span style="color:rgb(4,121,181);">**et in touch!**</span>

</td></tr><tr style="height:131.172px;"><td style="width:97.8756%;height:131.172px;">You can call us on [01752 373000](tel:01752373000), option 2 or, if you are on Number Club, just call extension 3001

You can email us at <hub@safeharboursupport.com>  
  
You can chat &amp; Collaborate with us at [https://kite.wildix.com/nc-a12/3001](https://kite.wildix.com/nc-a12/3001)

You can Whatsapp us right here: [https://wa.me/441752373000](https://wa.me/441752373000)

</td></tr><tr><td style="width:97.8756%;">![](https://hub.safeharboursupport.com/media/KBImages/safeharbour-logo-colour-nobg-500x140.png)

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