Page 66 - Grand Travel - Demo Prototype-RayD

Grand Travel Demo

Highlight the supervisor state at the top of the screen. Also show that the supervisor can
intervene in any discussion to assist the agent.

Supervisor Capabilities

“If a logged in user has a supervisor role assigned, they can access the supervisor capabilities
of ​Engage Digital​. The supervisor can view a summary of activity for all agents in their team.
They can select any active agent to monitor by selecting the agent from the summary list.

When monitoring an active agent, the supervisor is notified at the top of the screen of which
agent they are monitoring and can select another agent from the dropdown list to switch
monitoring to that agent.

As a supervisor, they can see everything the agent is seeing, including the active message
exchange between the agent and the customer. The supervisor can also intervene at any time
to help the agent by actively interacting with the customer.

As the customer has replied with a more complex request, let’s respond as a supervisor to help
the agent and continue the dialog with the customer.”

Author: Alain Mowad Page 66 of 73