How it works
A supervisor joins a live call as a participant, which differs from silent monitoring of the conversation. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business example
During a difficult complaint, a supervisor joins the existing call to assist with resolution.
What to consider
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.