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Call directory entries in Flow can be updated by Supervisors and Managers, and any additions, removals, or modifications made occur instantly. NocTel recommends supervisors and managers communicate with their agents on frequent transfer destinations then adding them to the directory.

Not Allow Supervisors and Team Leads to Take Phone Calls From Queue

The design and intent of Flow was to provide specific resources and functionality to the common types of staff in contact centers. For supervisors in particular, their daily duties generally do not revolve around filling in during peak periods to assist taking calls along with agents. Supervisors and Managers are given resources to observe, monitor, and gauge the activity and performance of the contact center to make informed decisions regarding staffing volume and shift assignment as well as accessible ways to assist and coach agents.

If there is a need for supervisors and team leads to take calls from queue as agents do, the applicable individuals can be added to Flow as an Agent type user. If this is done, the individual must do one of the following:

• Ensure they have logged out of Flow as their non-Agent user
• Open a second web browser instance in Incognito mode (or equivalent) to log in as their Agent user. Alternatively, if multiple web browsers are installed on the individual's workstation, a different browser and log in as the Agent user.