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(→Supervisor options) |
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= Supervisor options= | = Supervisor options= | ||
| − | In the '''Supervisor''' section | + | In the '''Supervisor''' section under '''Desktop Options''', configure the following options: |
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*'''Agent Control''' allows the supervisor or team lead to access the '''My Agents''' view. | *'''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. | *'''Agent Channels''' defines the channels to be displayed in the '''My Agents''' view. | ||
| + | * '''Refresh Agent Control''' enables a manual refresh button for agent states. | ||
| + | * '''Agent Page Limit''' sets the maximum number of rows displayed per page in the My Agents tab. | ||
| + | * '''Agent Page Refresh''' sets the frequency, in seconds, that the users list is refreshed. When set to 0 (zero), auto-refresh is turned off. | ||
*'''Monitor Current Voice''' allows the supervisor or team lead to monitor voice interactions. | *'''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. | *'''Coach Current Voice''' allows the supervisor or team lead to coach voice interactions. | ||
Revision as of 14:05, April 5, 2019
Supervisor options
In the Supervisor section under Desktop Options, configure the following options:
- 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.
- Refresh Agent Control enables a manual refresh button for agent states.
- Agent Page Limit sets the maximum number of rows displayed per page in the My Agents tab.
- Agent Page Refresh sets the frequency, in seconds, that the users list is refreshed. When set to 0 (zero), auto-refresh is turned off.
- 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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