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Supervisor options

In the Supervisor section of the Contact Center Settings page, you can configure the following settings:


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  • Monitor enables supervisor and team lead monitoring on agent interactions.
  • Agent Control allows the supervisor or team lead to access the My Agents view.
  • Agent Channels defines the channels to be displayed in the My Agents view.
  • Monitor Current Voice allows the supervisor or team lead to monitor voice interactions.
  • Coach Current Voice allows the supervisor or team lead to coach voice interactions.
  • Show Voice Monitoring enables agents to be notified when the current call is being monitored by a supervisor or team lead.
  • Cross Site Voice Monitoring allows the supervisor or team lead to perform supervision of an agent that is located at a different location.
  • Monitor Chat allows the supervisor or team lead to monitor chat interactions.
  • Coach Chat allows the supervisor or team lead to coach chat interactions.

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This page was last modified on 1 November 2017, at 18:12.