There are a couple of options available on Halo for listening in and coaching agents.

Option 1: Agents can select the ‘Let Listen In’ feature on all calls or individual calls. For more information on this feature, check the ‘Let Listen In’ guide.

Option 2: Supervisors can assist an agent by listening to the call, whispering to the agent and also taking the call over.

The following guide will outline how supervisors can assist agents on an ad-hoc basis, and also when an agent requests the assistance.

The Assist function allows Supervisors to listen in on and support agents during live customer calls. 

Supervisor-Initiated Assistance

Using the WebClient

1. Log in to the Web Client as an agent. 
2. On a separate browser tab, access the supervisor monitoring interface and select ‘No Extension’ when signing in.

Using a telephone number

1. Launch the supervisor portal and select ‘Phone’
2. Enter your telephone number that will be used to deliver the audio. This could be a desk phone, Teams DDI or mobile telephone number.

Initiate the Assistance

1. Navigate to the Monitoring menu.
2. In the Agent Performance section, locate the relevant Agent.
3. Click the first icon next to the Agent’s name. (2)
4. Select the Assist option. (3)

   If the 'Assist' option is greyed out, ensure the agent is handling a routed call.

    
5. The webclient or phone endpoint will ring. Answer the call.

After the function has been started, the Supervisor can listen to the conversation and has the following options for further assistance:

Talk

Press and hold the ‘Talk’ button to speak privately to the Agent. The customer cannot hear the Supervisor, but can still hear and talk to the Agent.

Take Over

Click the ‘Take over’ button to take over the call from the Agent immediately. The agent is then placed into ‘After Call Work’ status.

Close

Click the Close button to exit the Assist session. The conversation between the Agent and the customer will continue uninterrupted.

Agent Requested Assistance

Step 1: The agent requests assistance

Once clicked, their icon will turn red. If assistance was accidentally clicked or is no longer needed, the agent can click the icon again, as shown below.

Step 2: The Supervisor receives a notification to action

As seen below, the supervisor will receive a pop-up notification, and the agent line will flash red.

1. Click the 3 dots next to an agent's name and click ‘Assist’. At this point, the agent is shown a notification that assistance has been initiated and their icon has turned green.

2. Answer the call on the webclient or phone
3. Once answered, the pop-up box will be shown, giving the options to
   1. Listen
   2. Whisper (the caller will not hear the supervisor speaking)
   3. Take over the call. This will release the agent from the call.
4. When finished, click the ‘Close’ button, which will drop the assistance call.
5. Click the 3 dots next to the agent name again and click the Assist button again to change their icon from green back to blue.