Managers have the ability to Take Over live calls from AI agents in Regal, ensuring full and immediate control for the humans overseeing AI conversations.
The Task Slideout can be accessed by clicking on a task on the Agents page or by clicking on the task on the Upcoming Tasks page.
You can Take Over a live AI call by clicking the “Take Over” button.
- You will immediately be connected to a new Takeover Call task on the Agent Desktop.
- The AI agent is immediately kicked off the call and you are connected directly to the contact.
- The AI agent's original call task is automatically wrapped and dispositioned as "Manager Takeover".
The manager then has full control over the Takeover Call, including transferring, ending, and dispositioning the call. It's recommended that the manager starts speaking to the contact right away to let them know that they are now on the line with a manager who is taking over the call.