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Get Help from a Supervisor

While servicing a customer on the phone or in a messaging or chat session, you can have a private conversation with your supervisor to get help and escalate issues. Raise a flag to get their attention, and then have a 2-way messaging conversation with them, or request that they join the conversation with the customer.

Required Editions

View supported editions.
Note
Note This feature is available for the Voice, Enhanced Messaging, Enhanced Chat and Legacy Chat channels. To use this feature for a legacy chat session, your administrator must first enable it in the chat agent configuration settings. This feature is automatically available for other channels.
  1. To raise a flag in Call Controls for calls, the Conversation component for messages, or the interaction pane for chats, click the Flag button (Flag button), enter a message, and click Raise.
    The flag and whisper component appear in the Call Controls and Conversation component.
    Note
    Note If Omni-Channel Fallback Mode is enabled, the Flag button doesn’t appear because it’s not supported in that mode.

    Your supervisor is alerted in Command Center for Service, and your flag is added to the Raised Flags widget in their supervisor wallboard.

  2. If you no longer need help, you or the supervisor can lower the flag.

The service rep-supervisor conversation is added in real time to the conversation transcript.

See Also