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Click on the SSO button at the bottom of the screen to enter your WVU Login credentials.
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Once logged in, you can take calls and perform other agent functions. See the Zoom Contact Center - Agents article for agent calling details.
Monitoring Calls
Supervisors have elevated privileges that allow you to listen to calls, whisper a helpful suggestion to the agent, or ‘barge in’ to the call when needed. Click Engagements in the left-side panel to view all active and completed calls for your queues.
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Two buttons at the top of the page will show either active or closed engagements. Click Active to view all ongoing calls. To monitor or interact in a call:
Click on a call in the list to select it, then click the ellipsis (…) to view options for that engagement.
Choose one of the following interactions:
Listen - turn on audio to hear the ongoing call
Whisper - share something with the agent only; the customer will not hear you
Barge-in - join the call to speak to both the agent and the customer
Take over - the current agent will exit the call, and you will join the call and become the assigned agent
Zoom Contact Center training content is available in the Zoom Learning Center.
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