4. Supervisor Bar
The Contivio Supervisor Bar includes a combination of management features complemented by some advanced user options.
Before using any of these advanced controls, we recommend checking with your Contact Center Supervisor to ensure you're aware of any implications.
Before using any of these advanced controls, we recommend checking with your Contact Center Supervisor to ensure you're aware of any implications.
Supervisor Tools (Monitor, Whisper, Barge-in)
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Stop Monitoring
Stop Monitoring icon.
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If a Supervisor is listening in on a call, they can select the ‘Stop Monitoring’ icon to end the monitoring. Learn more by visiting our Supervisor Workflows page.
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Supervisor Whisper
Supervisor Whisper icon.
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The ‘Supervisor Whisper’ allows a manager or a supervisor to coach a user or provide assistance during live conversations. The coaching audio is inaudible to other parties/callers. Learn more by visiting our Supervisor Workflows page.
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Supervisor Barge-in
Supervisor Barge-in icon.
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While monitoring a call, if it is clear that you need to talk directly to the user and/or the called party, you can immediately select the ‘Supervisor Barge-in’ icon to interrupt the call and talk with all engaged parties. Learn more by visiting our Supervisor Workflows page.
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Call Recording Controls
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Start and Stop Recording
Start and Stop Recording icons.
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Flexible recording rules let you meet specific needs for departments or business groups within the organization. The ‘Start’ and ‘Stop Recording’ icons allow you to manually record calls on demand when calls are not being recorded automatically.
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Extend Wrap Up
Wrap Up icon.
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A user can manually select the ‘Wrap Up’ icon after a communication has ended to complete work that is directly associated with the communication (e.g., log detailed notes in the CRM). The ‘Wrap Up’ function is not available to a user after a direct/normal outbound call has been made (e.g., dialing a number, hanging up and selecting ‘Wrap Up’ will not work) nor is it available for any other media types other than voice.
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Other Advanced Controls
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Identity
Outbound Identity icon.
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A user cans select the ‘Identity’ icon to manage and select their outbound caller ID. Using the ‘Identity’ feature provides local presence for outbound campaigns.
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Category
Outbound Category icon.
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The ‘Category’
icon allows the user to set which Queue
routing rules they’ll be subject to for all outbound communications.
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Play Audio
Play Audio icon.
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While on a call, the user can select the ‘Play Audio’ drop-down list to choose from a list of pre-recorded audio scripts to inject in the call (e.g., inject a call survey or warn the caller you’ll be recording the call).
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Handraise
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Users can select the 'Handraise' feature to ask a question to a "Help Group" and a colleague in that Help Group can send a response, which will appear in the Messages tab.
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Work Status
Work Status icon.
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A user or Supervisor can view live Contact Center, Queue, Agent, or Campaign statistics by selecting the ‘Work Status’ icon (e.g., who’s available and who’s not).
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Do Not Call
Mute icon.
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A user or supervisor can select the 'Do Not Call' option, which will add the current number to a global Do Not Call list. This will prevent any outbound, campaign, or manual dials from being made to that number.
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