6.8.12. Requesting Assistance from Supervisors or Administrators 
During a call, you can request assistance from an agent with the Supervisor or
Administrator authorization level. When doing so, you can specify the reason and
the type of assistance you require: Instant Messaging, Call Supervision or
Override. You can indicate the urgency of your request to the Supervisor or
Administrator by selecting the desired response time.
Step by Step
- Click on
Assistance in the sidebar or in the screen pop of the
incoming myAgent call.The Assistance pop up window appears. - Click on the underlined text in the top right corner of the
Assistance window, and select one of the available
options:
- If you want assistance through instant messaging by an agent with Supervisor or Administrator authorization level, select Text Assistance Requested.
- If you want assistance through an override by an agent with Supervisor or Administrator authorization level, select Call Intrusion Requested (default).
- If you want assistance through call supervision by an agent with Supervisor or Administrator authorization level, select Call Monitoring Requested.
- Enter your reason for the request in the Request
Information field and then click on
Request.
INFO:
If you want to terminate your request for assistance prematurely, click on Stop and close the Assistance window.If your request for assistance is not accepted within the selected time period, you can initiate a new request by clicking on Request. - After you have received the message ... is assisting you with your call, you can exchange further instant messages with the Supervisor or Administrator by entering your instant message in the bottom field of the window and pressing Enter.