Contents

Call Action Control

The Call Action control often appears below a queue control so that the supervisor can select a queue object, and then listen, coach the agent, record the conversation, join a conference, or perform basic telephony operations. The supervisor must log in to a station to use the buttons on the call Action control.

Each button in the Call Action Control toolbar performs a telephony action on selections in the currently displayed queue. If an action cannot be performed, its button appears shaded. Whether or not a toolbar action is available is controlled by the Security and ACL rights configured in Interaction Administrator.

Pickup	Answers the current interaction, or takes the interaction off hold.
Disconnect	Disconnects the selected interactions.
Transfer	Transfers the interaction to another user.
Join	Adds the Supervisor user to a call on any user or station queue that the manager has permission to monitor. Both the agent and the customer can hear the manager's side of the conversation. When the Join feature is used, Interaction Supervisor creates a conference call between the agent, the connected party, and the Supervisor user.
Listen	Listens in on a call. For example, you can listen to a caller leaving a voice mail message, to a conversation between two parties, or to a conference call. The parties being listened to may not be aware that someone is listening to the call. Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.
Coach	Adds yourself to an agent's call on any user or station queue you have permission to monitor. This enables you to provide advice to the agent without the customer knowing that you are assisting on the call. The agent can hear your side of the conversation, but the customer cannot.
	This feature is especially helpful to supervisors who are training new agents, monitoring employee customer service performance, or simply providing assistance with a customer call.
	If the agent presses the Mute button while you are coaching the agent, the customer no longer hears the agent but the agent can continue to converse with you. The Mute button does not affect the audio between the agent and the coach.
	You must have permission to use the Coach feature and you must have permission to monitor queues. If you have questions about your rights and permissions, see your Interaction Center administrator.
	The Coach button is shaded if the call is not in a state in which this action can be performed.
Record	Records the currently selected call. This recording is saved as a .wav file. Clicking Record the first time starts the recording session for a call. Clicking Record again stops the recording session for a call.
	You can press the Record button more than once to stop or continue recording your call. The CIC client stores each part of the recorded conversation in separate .wav files, and sends them to you in e-mail message attachments after you end the call.
	The Record button appears shaded if the call is not in a state in which this action can be performed or if you do not have rights to record calls. Contact your CIC administrator if you need security rights to use this feature.
	Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.
Pause	Pauses recording. Click Pause again to resume recording.
Snip	Creates a recording snippet. To have snip capabilities, your administrator must configure your user account with the appropriate rights and licenses in Interaction Administrator. For more information, see the Interaction Recorder and Interaction Quality Manager Technical Reference in the PureConnect Documentation Library and the Interaction Administrator Help.
Private	Prevents other users from recording or listening to a conversation. Use of the Private feature may be subject to your company's policies and should only be used in accordance with those policies. CIC handler customization can be used to track the use of the Private feature to ensure compliance with such policies.
Assistance	The assistance request feature allows a CIC client user to request help for an interaction from an Interaction Supervisor user monitoring a queue. The Supervisor user can view information about each request, such as the problem description. The Supervisors can then accept or ignore the assistance request. See Manage Assistance Requests for more information. Note: Both Interaction Connect and Interaction Desktop support assistance requests.

Note

Workgroup supervisors are configured in Interaction Administrator. Also, supervisors receive assistance requests only if they are running Interaction Supervisor. They do not receive assistance requests if they are running only a CIC client.

In order for the request assistance process to work properly, at least one supervisor must be configured for your workgroup in Interaction Administrator on the Roles/Supervisor tab and at least one supervisor for your workgroup must be logged in.