From Bright Pattern Documentation
The Bright Pattern Contact Center Supervisor Guide focuses exclusively on using the Agent Desktop application to perform supervisory tasks such as agent supervision, campaign management tasks, real-time monitoring of key contact center performance indicators and helping agents with call handling. The guide also explains tasks related to real-time campaign management. Note that the same application is also used by contact center agents to provide customer service over the phone. For descriptions of all tasks related to customer service, see the Bright Pattern Contact Center Agent Guide.