Page 25 - Grand Travel - Demo Prototype-RayD
P. 25
Grand Travel Demo
Action: Highlight Key Agent Controls
Briefly navigate through the controls at the agent’s disposal, including the ability to hold or mute
a call, mask input from a customer and record the conversation (all based on permissions).
They can also transfer or conference the call.
Action: Display Supervisor Metrics and Monitoring
Show the supervisor’s metrics and monitoring. As you will only have one extension active,
monitoring, coaching and recording won’t be available, but they can be briefly explained.
Recording is available, however, and can be shown.
Disconnect and disposition the call.
Author: Alain Mowad Page 25 of 73
