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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 | + | *'''Refresh Agent Control''' enables the manual refresh of agent states. |
| − | * '''Agent Page Limit''' | + | *'''Agent Page Limit''' specifies the maximum number of rows displayed per page in the My Agents tab. |
| − | * '''Agent Page Refresh''' | + | *'''Agent Page Refresh''' specifies the frequency, in seconds, to refresh the list of users. Auto-refresh is turned off when this is set to '0' (zero). |
*'''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. | ||
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*'''Monitor Chat''' allows the supervisor or team lead to monitor chat interactions. | *'''Monitor Chat''' allows the supervisor or team lead to monitor chat interactions. | ||
*'''Coach Chat''' allows the supervisor or team lead to coach chat interactions. | *'''Coach Chat''' allows the supervisor or team lead to coach chat interactions. | ||
| + | *'''My Team Workbins''' enables supervisors to see the workbins of the agents in their Agent Group. | ||
| + | *'''Access to Interaction Management''' enables supervisors to see Interaction Management. | ||
| + | *'''Allow Moving Interactions to Queue''' enables supervisors to move interactions from displayed workbins to available queues. | ||
| + | *'''Allow Moving Interactions to Workbin''' enables supervisors to move interactions from displayed workbins to other workbins. | ||
|media1=ASSupervisor.png | |media1=ASSupervisor.png | ||
}} | }} | ||
Revision as of 12:10, May 2, 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 the manual refresh of agent states.
- Agent Page Limit specifies the maximum number of rows displayed per page in the My Agents tab.
- Agent Page Refresh specifies the frequency, in seconds, to refresh the list of users. Auto-refresh is turned off when this is set to '0' (zero).
- 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.
- My Team Workbins enables supervisors to see the workbins of the agents in their Agent Group.
- Access to Interaction Management enables supervisors to see Interaction Management.
- Allow Moving Interactions to Queue enables supervisors to move interactions from displayed workbins to available queues.
- Allow Moving Interactions to Workbin enables supervisors to move interactions from displayed workbins to other workbins.
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