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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.

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