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Common agent functions on Agent Desktop
42 NN44400-120 Offsite Agent User Guide 26 November 2010
Conferencing in a supervisor
Conference in a supervisor if you want to speak to your customer and your contact
center supervisor.
Procedure steps
Step Action
1 On the Agent Desktop Action bar menu, click Supervisor to place the customer on
hold and conference in your supervisor.
2 Speak to your supervisor, if necessary, before you conference in the customer.
3 Click Supervisor again to take the customer off hold and conference in the customer
and your supervisor.
--End--
Calling your supervisor
You can call your supervisor if you are not currently handling a call.
To call a supervisor when you are on a call, see Conferencing in a supervisor (page 42).
Procedure steps
Step Action
1 On the Action bar, click Call Supervisor.
--End--
Using the Emergency key
Use the Emergency key if you require immediate assistance from your contact center
supervisor while handling a call. For example, if you talk to a customer who suddenly
threatens you, you may want to add your supervisor to the call immediately. On Offsite
Agent the emergency key initiates a conference in the same way as conferencing your
supervisor.
Procedure steps
Step Action
1 On the Agent Desktop Top bar menu, click Emergency to place the customer on hold
and conference in your supervisor.
2 Speak to your supervisor, if necessary, before you conference in the customer.