Whether it is to ensure the quality of customer service or to coach new agents during a conversation, smrtPhone Pro gives you the advanced functionality of a sophisticated call center solution, allowing you to monitor, whisper and barge into calls.
The Supervisor can monitor the Live Sessions on smrtDialer by going to smrtDialer --> Monitoring.
❗ Note: to use these features, you must turn ON the Pro Dialing.
The features presented are only available with an active PRO Subscription.
for outbound calls - this feature can be turned on from Account Settings
for inbound calls - this feature can be turned on from Call Flows
In the newly opened window, the Supervisor will have a list of live sessions that he can either Listen, Whisper or Barge into.
The Status column indicates the current status of the session. There are 3 statuses:
Idle - The agent is connected to the call session but, he is not making calls
Dialing - The agent is connected to an active call session, making calls
Connected - The agent is engaged in an active conversation
The Listen Feature
By using the Listen Feature, the Supervisor can listen to the agent's conversations without being heard by the persons on the line.
In order to Listen in to a call, you need to have granted access and then access the Monitoring area by going to smrtDialer ---> Monitoring. From here you can use the feature by clicking the Listen button near the session that you want to listen to.
The Whisper Feature
By using the Whisper Feature, the Supervisor can talk with the agent without being heard by the other person on the line.
In order to Whisper into a call, you need to have permissions and then access the Monitoring area by going to smrtDialer ---> Monitoring. From here you can use the feature by clicking the Whisper button near the session that you want to whisper to.
The Barge Feature
The Barge Feature gives the Supervisor the option to join an active session. When joining, a conference call will be created between the supervisor, the agent, and the person on the line.
In order to Barge into a session, you need to have granted permissions and then access the Monitoring area by going to smrtDialer ---> Monitoring. From here you can use the feature by clicking the Barge button near the session that you want to barge to.
Note: Podio Users can see the Lead/Call in their CRM. For the moment, this option is not available for Salesforce Users.