We have an agent we are having some trouble with giving out incorrect information during a call. While we can monitor her calls live, we can’t take them over. How does one do that?
For sure. I feel like call centers would completely breakdown without being able too. If you don’t see it, it might be because of your role in your user profile or someone disabled it in the roles that you have.
Same way as you are monitoring…click on that same dropdown and click barge-in. Now the agent can still talk over you, but usually they stop talking when you start taking over.
Sometimes you just need to be silenced in public to fall in line. Happened to me when I first started working a call center.