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privilege.teamlead.can-coach-voice

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to coach voice interactions.

privilege.teamlead.can-monitor-voice

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to monitor voice interactions.

privilege.teamlead.can-monitor-routing-point

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When a session is started or restarted.
Introduced: 8.5.202.34
Related Options: teamlead.monitorable-routing-points

Enables a supervisor to monitor routing points.

privilege.teamlead.can-coach-voice

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to coach voice interactions.

privilege.teamlead.can-monitor-voice

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to monitor voice interactions.

privilege.teamlead.can-monitor-routing-point

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When a session is started or restarted.
Introduced: 8.5.202.34
Related Options: teamlead.monitorable-routing-points

Enables a supervisor to monitor routing points.

privilege.teamlead.can-coach-voice

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to coach voice interactions.

privilege.teamlead.can-monitor-voice

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to monitor voice interactions.

privilege.teamlead.can-monitor-routing-point

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When a session is started or restarted.
Introduced: 8.5.202.34
Related Options: teamlead.monitorable-routing-points

Enables a supervisor to monitor routing points.

privilege.teamlead.can-coach-voice

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to coach voice interactions.

privilege.teamlead.can-monitor-voice

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to monitor voice interactions.

privilege.teamlead.can-monitor-routing-point

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When a session is started or restarted.
Introduced: 8.5.202.34
Related Options: teamlead.monitorable-routing-points

Enables a supervisor to monitor routing points.

privilege.teamlead.can-coach-voice

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to coach voice interactions.

privilege.teamlead.can-monitor-voice

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to monitor voice interactions.

privilege.teamlead.can-monitor-routing-point

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When a session is started or restarted.
Introduced: 8.5.202.34
Related Options: teamlead.monitorable-routing-points

Enables a supervisor to monitor routing points.

teamlead.monitoring-scope

Section: interaction-workspace
Default Value: call
Valid Values: Select a value from the following list: agent, call
Changes Take Effect: When the session is started or restarted.


Specifies the scope of monitoring that is to be used for voice interactions. If the value call is specified, the supervisor remains on the call until it is finished. This mode enables barge-in. If the value agent is specified, the system disconnects the supervisor automatically from the call when the monitored agent leaves the call. In this mode, the barge-in operation is not possible.

teamlead.monitorable-routing-points

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of routing points (<DN Number>@<switch>).
Changes Take Effect: When a session is started or restarted.
Introduced: 8.5.202.34
Related Options: privilege.teamlead.can-monitor-routing-point

Specifies the list of routing points that a supervisor can monitor.

privilege.teamlead.can-monitor-routing-point

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When a session is started or restarted.
Introduced: 8.5.202.34
Related Options: teamlead.monitorable-routing-points

Enables a supervisor to monitor routing points.

teamlead.monitoring-cross-site-based-on-activity-enabled

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.24

Specifies if cross-site monitoring is enabled and if agent presence is evaluated to select the device to be monitored for a remote agent. If this option is set to true, the monitoring request is started on the device where the remote agent is currently logged in.

teamlead.monitoring-scope

Section: interaction-workspace
Default Value: call
Valid Values: Select a value from the following list: agent, call
Changes Take Effect: When the session is started or restarted.


Specifies the scope of monitoring that is to be used for voice interactions. If the value call is specified, the supervisor remains on the call until it is finished. This mode enables barge-in. If the value agent is specified, the system disconnects the supervisor automatically from the call when the monitored agent leaves the call. In this mode, the barge-in operation is not possible.

privilege.teamlead.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to use the agent call and chat monitoring functionality.

Setting Up Supervisors On The System

After you have created Agent objects you can set up your agents and supervisors to use different features and functionality. The following procedures assume that you know how to use the Genesys Administrator application to configure agent objects.

Defining a User as a Supervisor

Purpose: To set up an agent as a supervisor. You can also define a user as an agent group supervisor.

Prerequisites

  • A working knowledge of Genesys Administrator.
  • A WS_Cluster object exists in the Configuration Database.

Start

  1. In the configuration layer, by using Configuration Manager or Genesys Administrator, specify that the user type is Supervisor. In the annex of the person object, in the htcc section, specify the values Supervisor,Agent for the roles option.

End

Defining a User as an Agent Group Supervisor

Purpose: To set up an agent as a supervisor for one or more agent groups.

Prerequisites

  • A working knowledge of Genesys Administrator.
  • A WS_Cluster object exists in the Configuration Database.

Start

Complete the steps below for each agent group you want the user to supervise:

  1. In the configuration layer, use Configuration Manager or Genesys Administrator to select an agent group to be used to specify the list of agents that a supervisor can monitor.
  2. If necessary, add the agents to be monitored to the agent group.
  3. In the Configuration tab for the agent group, open the Advanced view.
  4. In the Supervisor field, add the name of the user that will be acting as supervisor for that agent group.
  5. Save the changes to the Agent Group object.

End

Enabling a Supervisor to Monitor Agents and Routing Points

You can enable a supervisor to use the monitoring features to Listen (Monitor Next Interaction), Whisper (Coach Next Interaction), and Barge-in (join—available as a transition from the other modes) to agent voice and chat interactions. If a supervisor is configured to monitor routing points in SIP Cluster environments, interactions routed to IVRs can also be monitored.

The following transitions are supported:

  • Monitoring to barge-in.
  • Coaching to barge-in (chat only).
  • Coaching to monitoring (chat only).
  • Barge-in to monitoring.
  • End Monitoring.

Purpose: To enable a supervisor to use the monitoring features to Monitor, Coach, and Barge-in to agent voice and chat interactions.

Important
  • Voice call monitoring is supported only for SIP Server environments
  • Route point monitoring for which calls are routed to IVR is supported only for SIP Cluster environments
  • In SIP Server environments without SIP Cluster, the supervisor is engaged only when the call is routed to an agent and the agent has answered the call

Prerequisites

  • A working knowledge of Genesys Administrator.
  • A WS_Cluster object exists in the Configuration Database.

Start

  1. In the configuration layer, use Configuration Manager or Genesys Administrator to navigate to the annex of the person (or tenant, application, and so on) object you want to be a supervisor. In the interaction-workspace section, specify the value true for the privilege.teamlead.can-use.
  2. In the same interaction-workspace section, you should also specify the scope of monitoring (call or agent) by using the teamlead.monitoring-scope option.
    Important

    Set the value of the teamlead.monitoring-cross-site-based-on-activity-enabled option to true in environments where supervisors monitor agents across multiple sites.

  3. (optional) To enable a supervisor to monitor a routing point instead of a specific agent make the following configuration:
    1. Set the value of the privilege.teamlead.can-monitor-routing-point option to true
    2. Set the value of the teamlead.monitorable-routing-points option to a comma-separated list of names of routing points that you want the supervisor to be able to select from Team Communicator for monitoring.
    3. If you want the supervisor to be able to Barge-in on a call, set the value of the teamlead.monitoring-scope option to call.
  4. Review the Team Lead options for more information about the privileges available for supervisors.

End

Routing Point monitoring and coaching scenarios

Routing Point monitoring and coaching is a little different than individual agent monitoring and coaching. When you monitor or coach an individual agent, you are focusing on his or her performance. This is useful for helping the individual improve their performance. Monitoring a Routing Point gives you a holistic view of how various agents are handling calls that are driven by business strategy. This will help you to better communicate the business strategy or develop training initiatives for the agents associated with the Routing Point.

Tip
In SIP Cluster environments, you can monitor the call when the routing point directs the call to an IVR.

The privilege.teamlead.can-monitor-routing-point option enables the possibility to monitor and/or coach calls on a Routing Point; however, you must use the monitoring and coaching privileges to specify whether monitoring, coaching, or both are permitted:

Here are some example configurations that enable different monitoring and coaching scenarios:

Monitor or coach a Routing Point or an agent

To enable this scenario set these configuration options as follows:

Monitor a Routing Point or an agent

To enable this scenario set these configuration options as follows:

Coach a Routing Point or an agent

To enable this scenario set these configuration options as follows:

Monitor or coach an agent but not a Routing Point

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This page was last modified on August 31, 2018, at 10:04.