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= Supervisor options=
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In the '''Supervisor''' section of the '''Contact Center Settings > Desktop Options''' page, you can configure the following settings:
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{{CloudStep_Stack
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|title=
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|text=
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*'''Monitor''' enables supervisor and team lead monitoring on agent interactions.
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*'''Agent Control''' allows the supervisor or team lead to access the '''My Agents''' view.
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*'''Agent Channels''' defines the channels to be displayed in the '''My Agents''' view.
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*'''Monitor Current Voice''' allows the supervisor or team lead to monitor voice interactions.
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|media1=UmgrDesktopOptionsSupervisor.png
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}}
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*'''Coach Current Voice''' allows the supervisor or team lead to coach voice interactions.
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*'''Show Voice Monitoring''' enables agents to be notified when the current call is being monitored by a supervisor or team lead.
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*'''Cross Site Voice Monitoring''' allows the supervisor or team lead to perform supervision of an agent that is located at a different location.
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*'''Monitor Chat''' allows the supervisor or team lead to monitor chat interactions.
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*'''Coach Chat''' allows the supervisor or team lead to coach chat interactions.
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[[Category:V:PSAAS:Public]]

Revision as of 13:39, August 10, 2017

Supervisor options

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


1
  • 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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