Live Agents

Owned by Coreen Stalnaker
Apr 05, 2024
2 min read

  • Live Agents can be found under TLDialer and is a place where supervisors can view all agents that are logged into the dialer and what they are doing in real time. 

 

  • When activated, Live Agents will refresh every 5 seconds ensuring the information displayed is most up to date.

  • Live Agents allows supervisors to review call statuses and In Queue will show pending calls to connect to users.

  • Supervisors has access to several options on Live Agents to make it easier to complete certain tasks 

    • Monitoring - a 3 way call but neither agent or caller knows you’re there, 

    • Whispering - connect to call but only agent can hear 

    • Barging - connect to call 3-way and both agent and caller can hear

    • Edit the User - Allows a supervisor to access the User configurations for quick updates

    • Get Agent Stats - Tracks agent logins and a hourly breakdown

    • Force Logout - Will log the user out of every instance of TLDialer

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