Listening to ongoing calls

Accolades allows for the supervisors (if they have the necessary permissions) to listen to ongoing calls, from the call center. This process can be managed from the Accolades interface.

A call spy (listening to an ongoing call) can be started from the Call Center module, Management section.

The administrator (supervisor) can listen to ongoing calls only if he has a device linked to his account (see the preferences menu from the upper-right side of the page).

If the administrator (supervisor) has the permission to listen to the agents calls, then the icons that display the device status "in call" (the second column of the "agent list" table (device status) can be pressed to display a menu for starting a call spy.

Based on the administrator permissions, the menu can display up to 3 types of spying:

• listen - the supervisor can only listen to the ongoing call (he can not be heard in the main call);
• whisper - the supervisor can only be heard by the agent;
• barge in - the supervisor can be heard by both the agent and caller.

After selecting a spying mode, the administrator phone will start ringing.