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 Docs Document Control  Document Name  65.039 Advanced Call Handling Version  v1.0 Current Author  Neil Tancock, IT Services (Safeharbour Support Ltd), neil@safeharboursupport.com  Approval  Safeharbour Support  Approval date  01-JAN-2025  Review date  31-DEC-2027  Absract  Wildix has a range of Video Conferencing options available that are all seamlessly integrated. can be managed directly from Collaboration and integrate with calendars Scope  This document applies to all clients of Safeharbour Support Ltd Inputs  None  Outputs  None Change Control  Date  Author  Version  Change  02-DEC-2024  Neil Tancock  0.0  First version 01-JAN-2025  Neil Tancock  1.0  Approved  -------------------------------------------- --------------------------------------------  Call Monitoring & 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: 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: -------------------------------------------- --------------------------------------------  Need help?  Get in touch! You can call us on 01752 373000, option 2 or, if you are on Number Club, just call extension 3001 You can email us at hub@safeharboursupport.com You can chat & Collaborate with us at https://kite.wildix.com/nc-a12/3001 You can Whatsapp us right here: https://wa.me/441752373000