teamlead.monitoring-cross-site-based-on-activity-enabled
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.24
Specifies if cross-site monitoring is enabled and if agent presence is evaluated to select the device to be monitored for a remote agent. If this option is set to true, the monitoring request is started on the device where the remote agent is currently logged in.
teamlead.monitoring-scope
Section: interaction-workspace
Default Value: call
Valid Values: Select a value from the following list: agent, call
Changes Take Effect: When the session is started or restarted.
Specifies the scope of monitoring that is to be used for voice interactions. If the value call is specified, the supervisor remains on the call until it is finished. This mode enables barge-in. If the value agent is specified, the system disconnects the supervisor automatically from the call when the monitored agent leaves the call. In this mode, the barge-in operation is not possible.
privilege.teamlead.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables a supervisor to use the agent call and chat monitoring functionality.
Setting Up Supervisors On The System
After you have created Agent objects you can set up your agents and supervisors to use different functionality. The following procedures assume that you know how to use the Genesys Administrator Extension application to configure agent objects.
Defining a User as a Supervisor
Purpose: To set up an agent as a supervisor. You can also define a user as an agent group supervisor.
Prerequisites
- A working knowledge of Genesys Administrator Extension (GAX).
- A WS_Cluster object exists in the Configuration Database.
Start
- In the configuration layer, by using GAX, specify that the user type is Supervisor. In the annex of the person object, in the htcc section, specify the values Supervisor,Agent for the roles option.
End
Defining a User as an Agent Group Supervisor
Purpose: To set up an agent as a supervisor for one or more agent groups.
Prerequisites
- A working knowledge of Genesys Administrator Extension (GAX).
- A WS_Cluster object exists in the Configuration Database.
Start
Complete the steps below for each agent group you want the user to supervise:
- In the configuration layer, use GAX to select an agent group to be used to specify the list of agents that a supervisor can monitor.
- If necessary, add the agents to be monitored to the agent group.
- In the Configuration tab for the agent group, open the Advanced view.
- In the Supervisor field, add the name of the user that will be acting as supervisor for that agent group.
- Save the changes to the Agent Group object.
End
Enabling a Supervisor to Monitor Agents
You can enable a supervisor to use the monitoring features to Listen (Monitor Next Interaction), Whisper (Coach Next Interaction), and Barge-in (join—available as a transition from the other modes) to agent voice and chat interactions.
The following transitions are supported:
- Monitoring to barge-in.
- Coaching to barge-in (chat only).
- Coaching to monitoring (chat only).
- Barge-in to monitoring.
- End Monitoring.
Purpose: To enable a supervisor to use the monitoring features to Monitor, Coach, and Barge-in to agent voice and chat interactions.
- Voice call monitoring is supported only for SIP Server environments
- Route point monitoring for which calls are routed to IVR is supported only for SIP Cluster environments
- In SIP Server environments without SIP Cluster, the supervisor is engaged only when the call is routed to an agent and the agent has answered the call
Prerequisites
- A working knowledge of Genesys Administrator Extension (GAX).
- A WS_Cluster object exists in the Configuration Database.
Start
- In the configuration layer, use GAX to navigate to the annex of the person (or tenant, application, and so on) object you want to be a supervisor. In the interaction-workspace section, specify the value true for the privilege.teamlead.can-use.
- In the same interaction-workspace section, you should also specify the scope of monitoring (call or agent) by using the teamlead.monitoring-scope option.
Important
Set the value of the teamlead.monitoring-cross-site-based-on-activity-enabled option to true in environments where supervisors monitor agents across multiple sites.
- Review the Team Lead options for more information about the privileges available for supervisors.
End