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Enabling agents to be Team Leads

Procedure

Enabling agents to be Team Leads

Purpose:

To enable an agent to automatically monitor the SIP Voice and Chat interactions that are handled by other agents.
Prerequisites

Start

  1. Allow the following Team Lead privilege (see Team Lead Privileges) for one of the roles to which the users who will be Team Leads are members:
    • Can Use Team Lead
  2. Allow the following optional Team Lead privileges (see Team Lead Privileges) for the role to which the agents who will be Team Leads are members:
    • Can Auto-Monitor (Voice or Chat)
    • Can Switch to Barge-in (Voice or Chat)
    • Can Switch to Coaching (Voice or Chat)
    • Can Switch to Silent Monitoring (Voice or Chat)
    • Can End Monitoring (Voice or Chat)
  3. Create or select an agent group to be used to specify the list of Agents that a Team Lead will monitor.
  4. Add the agents to be monitored by that team lead to that agent group.
  5. In Genesys Administrator Configuration tab for the agent group, open the Advanced view.
  6. In the Supervisor field, add the name of the user that will be acting as Team Lead for that agent group.
  7. Save the changes to the Agent Group object.

End

This page was last modified on January 6, 2014, at 12:21.

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