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• 5.2

Purpose

The Bright Pattern Contact Center Supervisor Guide provides instructions for using the Agent Desktop application to perform typical contact center supervisor functions, such as 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.

The Supervisor Guide focuses exclusively on using the Agent Desktop application to perform agent supervision and campaign management tasks. 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.


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