One Net Business Help & Support

One Net Call Centre help

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Supporting agents

As a supervisor, there are several different ways you can support the agents that are assigned to you.

Provide support and reassurance in a chat or call

You can talk to your agents and provide advice and instructions.

Read about chatting >

Answer escalated and emergency calls

Agents can escalate calls to you and make emergency calls to you. You see a call from the agent in Call Console. If the call is an emergency, when you answer you enter directly into a conference call with the agent and their caller.

Read about transferring and escalating calls >

Manage agents' calls

You can manage the calls of agents assigned to you. For example, if an agent has a large backlog of calls, you could answer some of the calls yourself.

Read about helping agents with calls >

Manage agents' subscriptions to queues

You can subscribe and unsubscribe agents to queues. For example, if an agent is struggling to deal with customer complaints, then you could unsubscribe the agent from the customer services queue until they have had more training.

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Talk to the One Net Business administrator in your company. They understand your system best.


See this section to find answers to your questions and solutions to any issues.


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