Agents in a call queue can be associated with a supervisor who can silently monitor, coach, barge in or to take over calls that their assigned agents are currently handling.

Call queue supervisor functions for Webex Calling

Silent monitoring—Monitor an agent’s call without the agent or the caller knowing. Use this feature to make sure training is working or identify where agents need to improve.

To silently monitor a call, enter #82 plus the agent’s extension or phone number.

Coaching—Patch into an agent’s call and communicate with the agent. The agent is the only one who can hear you. Use this feature for training new employees.

To coach a call, enter #85 plus the agent’s extension or phone number.

Barge-in—Drop in on an agent’s call. Both the agent and the caller can hear you. This feature is useful when you need to participate in the call and help resolve issues.

To barge-in on a call, enter *33 plus the agent’s extension or phone number.

Take Over—Pull a call from an agent. Use this feature when you need to completely take over the call for an agent.

To take over a call, enter #86 plus the agent’s extension or phone number.

While invoking Supervisor functions, a warning tone is played to an agent while he monitors, coaches or barges in and an announcement is played for the takeover function.

Add or delete a supervisor

You can add or delete supervisors. Users can be assigned to multiple call queues as agents.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Call Queue.

3

Select the Supervisor tab.

4

Click Add Supervisor.

5

Select a user from the drop-down list to add as a supervisor.
6

Click Next to assign agents to the supervisor.

7

Select agents from the drop-down list to assign to the supervisor.
8

Click Next to review the supervisor selected and the agents assigned.

9

Click Add Supervisor to add the supervisor and the agents.

Once a supervisor is added, you can assign agents to the supervisor.
10

To remove a supervisor, click Remove Supervisor icon associated with the supervisor.

Assign or unassign agents to a supervisor

Assign agents to a supervisor so that the supervisor can perform silent monitoring, coaching, barge-in, and take over.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Call Queue.

3

Select the Supervisor tab.

4

Select a user from the drop-down list to add as a supervisor.
5

Click Next to assign agents to the supervisor.

6

Select agents from the drop-down list to assign to the supervisor.
7

Click Next to review the supervisor selected and the agents assigned.

8

Click Add Supervisor to add the supervisor and the agents.

Once a supervisor is added, you can assign agents to the supervisor.

Once agents are assigned to a supervisor, a supervisor can use Feature Access Codes (FACs) to monitor, coach, barge-in, and take over calls. For more information, see Call queue supervisor functions for Webex Calling.

9

To unassign agents, expand the supervisor under which the agent is associated and click Unassign Agents icon associated with the agent.


 
When you unassign the last agent from a supervisor, the supervisor is removed as well.

View call queue assignments for users

You can see a list of what call queues a user is assigned to as an agent.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Call Queue, and then select the call queue to edit from the list.

3

In the side panel, beside Agents, click Manage.

4

Edit the users, workspaces, or virtual lines assigned as agents to this call queue.
5

Click Save.

Click Remove All if you want to remove all users, workspaces, or virtual lines from this call queue.