Step by Step

1. Click on .
   The Assistance pop up window appears.
2. Hover over the entry of an agent to display the options for configuring the request. You can either assist by replying to the request or reject it.
3. If you want to reject the request, click on Reject and skip the remaining steps. Otherwise, skip this step and continue with step 4.
4. Based on the type of the request, a different assistance icon is displayed. To assist:
   • If call intrusion is requested, click on to override the agent's call.
   • If text assistance is requested, click on to exchange instant messages with the agent.
   • If call supervision is requested, click on to listen to the agent's call.
   Instant messages can also be exchanged with an agent after overriding the agent's call.

   Enter your instant message in the bottom field of the window and press the Enter key.
5. If you want to end this assistance, click on Stop.