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.
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.
