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Team Lead

[Modified: 8.5.126.07]

If you are configured as a supervisor (Team Lead or Team Supervisor)) for an agent group, you can monitor or coach agents. If you accept the interaction, an interaction window is displayed on your desktop, and you are connected to the call or chat interaction.

Some supervisors might be set up to control the status of agents, including setting an agent to Ready, Not Ready, and Logoff.

Notes about monitoring, coaching, and barging-in

Keep the following points in mind when you are monitoring your voice and chat agents:

  • If you are monitoring the agent, neither the agent nor the contact can hear you. The agent might be configured to know when he or she is being monitored (an icon is displayed in the interaction window), or he or she might be configured to be monitored without his or her knowledge.
  • If you are coaching the agent, the agent can hear you, but the contact cannot.
  • You can choose to join (barge-in to) a call or chat interaction.
  • Workspace enables you to switch from certain team supervision modes to others. For example, you can switch from Silent Monitoring to Barge-in.
Tip

Voice Monitoring:

  • You can monitor only one voice agent at a time.
  • You can monitor only one interaction from the same agent at the same time.
  • You can monitor the next interaction of only one agent at the same time.
  • Multiple supervisors cannot monitor the next interactions of the same agent.
Tip

Chat Monitoring:

  • You can monitor multiple chat agents at the same time.
  • You can monitor multiple interactions from the same agent at the same time.
  • You can monitor the next interaction of several agents at the same time.
  • Multiple supervisors can monitor the next interactions of the same agent.
  • Workspace does not limit the number of concurrent chat iterations that a supervisor may monitor. The maximum number should be determined by the policies of your company.

Monitoring

When you monitor a selected agent who is in your group, you receive an Interaction Preview that informs you that the selected agent is handling a voice or chat interaction. You can monitor the current or next interaction of an agent.

You can start monitoring an agent in your group by using the Team Communicator to find the agent. In the Action Menu, select Monitor Next Interactions (IW Team Lead Start Monitor Button 850.png). If there is a currently active interaction, it is displayed in the Monitor menu; to monitor the current interaction, select it from the Monitor menu. To monitor the next interaction, select Next Interactions.

You can end monitoring an agent by using the Team Communicator and selecting Stop Monitoring in the Action Menu (IW Team Lead Stop Monitor Button 850.png).

You can stop monitoring the current interaction by clicking End Monitoring (IW Team Lead Stop Monitor Button Call Action 850.png) in the Call Actions toolbar in the interaction window.

Coaching

When you coach a selected agent who is in your group, you receive an Interaction Preview that informs you that the selected agent is handling a voice or chat interaction. You can coach the current or next interaction of an agent.

You can start coaching an agent in your group by using the Team Communicator to find the agent. In the Action Menu, select Coach Next Interactions (IW Team Lead Start Coach Button 850.png). If there is a currently active interaction, it is displayed in the Coach menu; to coach the current interaction, select it from the Coach menu. To coach the next interaction, select Next Interactions.

In the current monitored interaction, you can also start coaching an agent in your group by using Action Menu that is associated with the party.

Team Lead switch party action menu

Coaching is available for three channels: voice, chat, and IM.

You can end coaching an agent by using the Team Communicator selecting Stop Coaching from the Action Menu (IW Team Lead Stop Coach Button 850.png).

You can end coaching the current interaction by clicking End Monitoring (IW Team Lead Stop Coach Button Call Action 850.png) in the Call Actions toolbar in the interaction window.

Barge-in

When you barge in to an active interaction, you must already be either monitoring or coaching the interaction.

To barge in to (join) an active interaction that you are either monitoring or coaching, click Barge-in (IW Team Lead Start Barge-in Button 850.png) in the Supervision toolbar. Barge-in is a simple button if you are supervising a single channel interaction (voice or chat), and it is a drop-down menu button if you are monitoring a multiple channel interaction (both voice and chat interactions at the same time).

Switching Monitoring Modes

During monitoring or coaching of an active interaction, you can switch from one supervision mode to another:

  • Monitoring to coaching—Use the Action menu that is associated with the party, or use Unmute (Coach) (IW UnMuteIcon 850.png) in the Interaction toolbar to return to coaching.
Team Lead switch party action menu
  • Monitoring to barge-in—Use Barge-in (IW Team Lead Start Bargein Button 850.png) in the Supervision toolbar.
  • Coaching to barge-in—Use Barge-in (IW Team Lead Start Bargein Button 850.png) in the Supervision toolbar.
  • Coaching to monitoring—Use End Chat (IW End Chat Icon 850.png), End Call (IW End Call Button 850.png), or End IM (IW End IM Button 850.png) in the Interaction toolbar of the coaching interaction to return to monitoring, or Mute (Monitor) (IW Mute Icon 850.png) in the Interaction toolbar to return to monitoring.
  • Barge-in to monitoring—Use End Chat (IW End Chat Icon 850.png) or End Call (IW End Call Button 850.png) in the Interaction toolbar to return to monitoring.
  • Barge-in to coaching—Use the Action menu that is associated with the party.
Team Lead switch party action menu
  • Use End Monitoring (IW Team Lead Stop Monitor Button Call Action 850.png) in the Interaction toolbar to end monitoring.

Log off or change agent state

You might be enabled to manually change the state or log off agents by using the Team Communicator.

Changing agent state

The Change Agent State feature is useful if you discover that an agent is in the wrong state. Open Team Communicator and find the agent, then use the Action menu to set an agent to Ready or Not Ready on all channels, which means all the channels that are listed in the menu, or on specific channels.

Important
  • If an agent has set their status to After Call Work, Not Ready <with the reason>, or Do Not Disturb, these are displayed as Not Ready in Team Communicator.
  • Since Team Communicator does not support these statuses, you cannot set an agent status from Ready to After Call Work, Not Ready <with the reason>, or Do Not Disturb, only to Not Ready.

IW 851 Supervisor Change Agent State.png

Log off an agent

The Log off Agent feature is useful if you discover that an agent has forgotten to log off after their shift. Open Team Communicator and find the agent, then use the Action menu to log off the agent on all channels; this is beneficial because it ensures that your company is not unnecessarily consuming seat licenses, and it also prevents interactions from being routed to an agent who is not present but is configured for auto-answer!

Important
The Log Off feature is not available for agents who are currently handling an interaction.

IW 851 Supervisor Log Off Agent.png

Related Resources

The Workspace Desktop Edition User's Guide (English only) provides detailed lessons for using all the features of Workspace. You might find the following lessons useful:

Related topics

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This page was last modified on June 21, 2018, at 08:24.