Page Comparison

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1. A Supervisor monitors a live call between an Agent and a Customer. The Supervisor joins the call as a Monitor, so no one can hear them.

2. The Agent seems to need assistance. The Supervisor then presses 4# to become a Coach and can now whisper feedback and ideas to the Agent (Pupil). The Customer can only hear the Agent.

3. The Customer requires more assistance than the Agent can provide, and the Supervisor needs to step in. The Supervisor then presses 6# so to barge in and everyone in the call can hear them.
   Note: The Supervisor could also press 0# to the same outcome.

4. In rare cases, the Supervisor might choose to disconnect the Agent and complete the call without the Agent. In this case, the Supervisor would press 1# to remove the Agent from the call.

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