The Thin Agent supervisor tool allows you to listen to agent's active calls and enter those calls as needed. When you take over a call, you gain full control over the call as if you were the original agent, and the agent is removed from the call. When you take over a call and the agent is removed, the agent receives a notification that says a supervisor has taken over the call.
- In Thin Agent toolbar, click the supervisor icon. A list of all your agents currently engaged in active calls appears in the Supervisor panel.
- Click a row to listen to the current call. The agent and contact cannot hear you.
- Click Take Over.
- Click OK in the verification window.
The call opens in the conversation tool in Thin Agent and the agent receives a notification that says "A supervisor has taken control of this call." You can perform any actions on the call that an agent could.
