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The features listed below require the user to have a Seat with a Supervisor Console license. |
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Monitor Agents
You monitor agents using the Agents panel located in the Contacts pane. This shows the real-time state of the agents you supervise and it allows you to change the state of an agent.
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The agent must have exactly one active call.
In the Contacts pane, expand the Agents panel.
Click the target agent and then click BARGE for that agent. You are conferenced into the call and are not muted.
To leave the conference, click LEAVE in the Conference Call panel.
View Agents and Queues Statistics
You can view real-time statistics for the monitored call centers and agents assigned to you using the Dashboard window.
The Queue Summary shows key performance indicators for each call center you manage.
The Agent Summary shows key performance indicators for the supervised team of agents.
Note: By default, agent stats are not displayed.
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Display Agent Stats
In the Queue Summary, check the Show Agents box in the row for that call center.
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