Supervisors
Voximplant's contact center allows supervisors to connect to an active call.
There are three supervision modes available:
Supervision: the supervisor hears both the agent and the client, but they cannot hear the supervisor. You can use this mode for listening to the agent calls and evaluating the service quality.
Whispering: the supervisor hears the agent and the client, the agent hears both the supervisor and the client, and the client hears only the agent. You can use this mode for providing hints or solutions to the agent, so the client does not hear it.
Conference: the supervisor, the agent, and the agent hear each other. You can use this mode if the agent needs assistance when the client should hear the supervisor.
Connecting a supervisor
Require the conference module so a supervisor can connect to a call.
Then create a supervisor's call and process its events. If the supervisor's call fails or disconnects, the agent and the client should continue the conversation.
After that, you can connect the supervisor's call to the conversation.
Supervision
In this mode, the supervisor can hear both the agent and the client, but they do not hear the supervisor.
To connect in the supervision mode, use the following code:
Whispering
In this mode, the supervisor can hear both the agent and the client, and the agent can hear both the supervisor and the client, but the client can hear only the agent.
To connect in the whispering mode, use the following code:
Conference
In this mode, the supervisor, the agent, and the agent hear each other as in a common conference.
To connect in the conference mode, use the following code:
Changing the modes and disconnecting
To change the modes, simply reuse the code for connecting in the desired mode. To disconnect a supervisor's call, simply end the supervisorCall.