So a feature that has come about after some training today with a customer, and I thought it would be good to see if this is a feature that other customers would welcome (if technically possible).
The feature request is that they have a new starter and they want the new starter to listen in to calls as the agent they are working with works with them. Currently the only way to do this is to have a split phone cable on the phones they use.
The request is to build this into Liberty Converse in a similar way to that of Supervisors being able to monitor a call.
I was thinking that this would work by either as a manager adding an agent as a Mentor and then assign the agent they are mentoring. The system then auto calls the new agent when the Mentor answers the call. The new starter cannot speak or interrupt the call and it ends once the Mentor ends the call.
So over to the community and our product owners. Is this something you would like to see as a feature would you find it useful? How would you like it to work?