Agent Hand Raise
Enhances agent-supervisor interaction by allowing agents to request help during active conversations. Supervisors can easily identify these requests and assist in a non-intrusive manner.
Initiating Hand Raise Request
While engaged in a customer conversation, the agent can click the "Hand Raise" icon to signal the supervisor for assistance. Additionally, the agent can toggle the hand raise, meaning they can lower their hand at any time after raising it, withdrawing the request for help if no longer needed.
After raising their hand, the agent receives a notification confirming the request has been successfully sent.
Hand Raise Ringing Alert
When an agent raises their hand, a push notification is sent to supervisors with options to either join the conversation or dismiss the hand raise request. Supervisors can see this notification even if they are away from the Customer Interactions view and are active on any other page of the application.
Action | Description |
|---|---|
Join | Click to join the conversation with the agent in Whisper mode. |
Dismiss | Dismiss to remove the pop-up notification from the screen. |
Important considerations
When an agent raises a hand, a notification appears for the primary and all secondary supervisors of the agent’s team.
The notification auto-disappears after 30 seconds if no action is taken.
The notification disappears for that specific supervisor as soon as they join the conversation.
The sound notification is played once for multiple handraise requests happening simultaneously. It starts when the first new handraise request arrives and keeps ringing while at least one notification remains. The sound is then stopped when all notifications are cleared or if any one notification is dismissed by the supervisor.
Ringing stops as soon as all notifications are cleared (by timeout, hand-down, or join) or when any one notification is dismissed.
Limitations
If a supervisor joins the conversation, the notification will not be dismissed for other supervisors. This means that more than one supervisor can join the conversation. However, the handraise icon on the dashboard no longer appears for a conversation where a supervisor has already joined.
If a supervisor is not logged in, they won’t receive a pop‑up. They will see the hand‑raise in the Dashboard when they next visit if the conversation is still active and the hand is raised.
Accepting Hand Raise requests from the dashboard
In the Ongoing Conversations Detail Dashboard, an alert icon appears next to a conversation when an agent raises their hand, indicating a request for assistance.
Supervisor Joins the Conversation
The supervisor can join the conversation by clicking the hand raise alert icon appearing against the conversation. This action takes the supervisor into "Whisper" mode, where he can assist the agent without the customer being aware.
Alternatively, the supervisor can first enter the conversation in ‘Silent Monitoring’ mode by clicking the “Silent Monitor” icon on the dashboard against that conversation and then switch to "Whisper" mode once they join the conversation. This will also automatically get the raised hand down, considering that the hand raise request has been accepted.
Hand Lowered Upon Assistance
Once the supervisor joins the conversation in 'Whisper' mode, the hand raise icon disappears from the Ongoing Conversations Detail dashboard. Also, in the conversation view, the hand raise icon becomes active again, considering that the earlier-raised hand had been down and the first request has already been accepted.
Limitations
This feature is only available for chat sessions. If there is even a single voice session (CX_VOICE or CISCO_CC), the handraise icon will no longer be visible.
If an agent raises their hand and a voice session with the customer starts afterward, the supervisor will still see the handraise request on the dashboard, but the icon will be disabled on the agent’s side. This might break the ongoing conversation flow since hand raise is not yet supported on voice sessions.
Agents can initiate hand raise requests multiple times for one single conversation. However, if an agent raises their hand after one supervisor has already been added to the conversation, the new hand raise request will not be published to that supervisor and will not also appear on the dashboard for them until they leave the conversation.