The features listed below require the user to have a Seat with a Supervisor Console license.
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.
Select Agent(s) to Monitor
In the Agents panel, click the Edit icon.
In the dialog box that appears, check the agents to monitor.
Click Save. The selected agents have their combined phone and ACD state displayed.
The state icon of an agent who is not joined in a call center is shaded.
Check Agent’s ACD State
In the Agents panel, click the agent and then click the ACD button for that agent.
From the drop-down list, select the new state.
If you selected Unavailable, you may also have to select an unavailability code.
Pick up Agent’s Call
In the Agents panel, click an agent in the Ringing state.
Click ANS. The call appears in the Call Console.
Silently Monitor Agent’s Current Call
The agent to monitor must have exactly one active call.
In the Contacts pane, expand the Agents panel.
Click the agent and then click SM for the selected agent.
A new call is created in the Conference Call panel. You are now conferenced into the call and automatically muted.
Silently Monitor Agent’s Next Call
In the Agents panel, click the target agent and then click SMN. When the next call is received and answered by the agent, you are conferenced into the call and you are automatically muted. Both calls appear in the Conference Call panel.
Un-mute Silently Monitored Call
While silently listening on a call, click BARGE in the Conference Call panel. You can now participate in the conversation.
Barge In on Agent’s Call
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.
Display Agent Stats
In the Queue Summary, check the Show Agents box in the row for that call center.
