1) Real-Time Call Monitoring / Whisper / Join Conversation
Now Admins/Managers can Monitor their team’s calls in Real-Time and Whisper to the team member or Join the Conversation. To do that click on Monitor in the top navigation bar => Other Calls
Users can filter based on Agent Statuses or Users/Teams. Users can quickly see which agents are on a Call, then click the Monitor button to start Monitoring.
Once the Call Monitoring has started, the Admin/Manager can Score the call (1-100) and write their Call Observations. The Score and Call Observations are only visible to the Admins/Managers, not to the Rep. The Admin/Manager can also click Whisper or Join Conversation from this state.
During the Whisper mode, only the Rep will hear your comments (the prospects won’t). If you Join the Conversation instead, then the Rep and Prospect will both hear you.
The Admins/Managers can also see what type of call it is — an Individual call, List Call/List Name or ACD Queue Call.
2) Public Service Announcement! Please make sure to update your Google Chrome regularly.
FrontSpin runs best on the latest version of Google Chrome. Google has been releasing new versions on a regular basis, so please make sure to check that you’re on the latest version regularly as well.
Do do this, go to Chrome Settings > Help > About Google Chrome and it will run a check to see if you are on the latest version.
If a new version is available, allow it to download (it will also prompt you to allow future Chrome updates to be automatically downloaded — we highly recommend enabling this feature). Finally, you will need to relaunch your Chrome browser for the updates to take effect.
If you already have automatic updates enabled, it will install new updates anytime you close and reopen Chrome. If you have not closed Chrome in a while, you will likely see a notification at the top-right alerting you that a new version is pending installation.
To update Google Chrome:
- At the top right, click the Chrome icon (it looks like 3 vertical dots)
- Click Update Google Chrome. If you don’t see this button, you’re on the latest version.
- Click Relaunch.
The browser saves your opened tabs and windows and reopens them automatically when it restarts. If you’d prefer not to restart right away, click Not now. The next time you restart your browser, the update will be applied.