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Using Frontline Advisor Manager Console

The Manager console is divided into four panes:

  • Hierarchy view—Contains the groups that aggregate agents and other groups in your monitoring hierarchy. The groups may represent divisions, groups reporting to a manager or supervisor and teams. You can see only those groups to which you have permissions set by the administrator.
  • Team view—The agents’ overall status activity in real time.
  • Agent Alerts view—The details of the alerts for a selected agent.
  • Team Alerts view—The details of the alerts for all agents on the selected team.

Agents' call statistics continue to accumulate throughout the relevant time period even though the agent might be logged off.  

Threshold violations are cleared as soon as the agent logs off.

See the Welcome page for more information about hierarchy access.

This page was last modified on March 5, 2015, at 06:34.


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