Supervisor intervention


WhosOn makes it easy for your supervisors to maintain great service standards. Not only can all chats be monitored, our handy supervisor intervention option allows direct session support.

Supervisor intervention allows your difficult chats to be flagged and smoothed over. We offer a range of tools to make this process as seamless as possible, including:

• Performance dashboards informed by live agent data and sentiment analysis

• Discreet ‘listen in’ options on individual chats, plus a single view of all active sessions

• Inline ‘whisper’ messages only viewable by the agent, for help with complex chats

• Simple employee tagging using the ‘@’ button, to receive help requests and offer coaching

• Chat transfers and takeovers, for tidy, timely escalation