What is Supervisor Agent Assist?

Agent Assist within ConnectPro gives Supervisors greater visibility and control over call activity within their queues.

Supervisors can view and manage call history for the queues they oversee, with flexible filtering and search options.

Call data can be reviewed and downloaded in a ZIP file containing transcriptions, summaries or both.

Each call record includes a button to launch the Agent Assist popout, giving Supervisors access to the same tools available to agents, for example:

· Copy and edit the summary

· Copy or search within the transcription

· Download transcription, recording and summary

· Stream the recording

· View waveform and detailed recording metadata.

Related Posts:

Agent Assist call history | Agent Assist Call History

Transcription & Summaries| Transcription & Summaries

Managing transcription & summaries| Managing transcription & Summaries

Using search and filters | Using search and filters

Recordings | Recordings