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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 operator and the client, but they cannot hear the supervisor. You can use this mode for listening in the operator calls and evaluating the service quality.

  • Whispering: the supervisor hears the operator and the client, the operator hears both the supervisor and the client, and the client hears only the operator. You can use this mode for providing hints or solutions to the operator, so the client does not hear it.

  • Conference: the supervisor, the operator, and the agent hear each other. You can use this mode if the operator needs assistance when the client should hear the supervisor.

Understanding supervisors

Connecting a supervisor

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Require the conference module so a supervisor can connect to a call.

Require the conference module

Require the conference module

Then create a supervisor's call and process its events. If the supervisor's call fails or disconnects, the operator and the client should continue the conversation.

Create a supervisor call

Create a supervisor call

After that, you can connect the supervisor's call to the conversation.

Supervision

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In this mode, the supervisor can hear both the operator and the client, but they do not hear the supervisor.

To connect in the supervision mode, use the following code:

Supervision

Supervision

Whispering

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In this mode, the supervisor can hear both the operator and the client, and the operator can hear both the supervisor and the client, but the client can hear only the operator.

To connect in the whispering mode, use the following code:

Whispering

Whispering

Conference

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In this mode, the supervisor, the operator, and the agent hear each other as in a common conference.

To connect in the conference mode, use the following code:

Conference

Conference

Changing the modes and disconnecting

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To change the modes, simply reuse the code for connecting in the desired mode. To disconnect a supervisor's call, simply end the supervisorCall.