Ways to Request Assistance

While handling a service interaction, you have multiple ways to request assistance:

Flag the interaction by clicking the Flag button . The request for help will be displayed on the supervisor’s screen. The supervisor may then connect to your service call in Coaching or Barge-In mode. In Coaching mode, you will hear the supervisor, but the other party on the call will not. In Barge-In mode, all three of you will be able to talk to each other as if during a regular three-way conference call. Depending on your system configuration, the supervisor may also be able to see your screen.

Use internal chat to contact an internal party that can help you. For more information, see section How to Use Internal Chat.

Make a consultation call to an internal or external party that can help you. For more information, see section How to Make a Consultation Call. Remember that after making a consultation call, you have several options, including returning to your primary call, transferring your customer to the consultation party, or connecting the consultation party to your primary call for a three-way conference. For more information on the latter two options, see sections How to Transfer a Call and How to Host a Conference.< Previous

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