From Bright Pattern Documentation
• 5.3
Contents
- Supervisor Guide Introduction
- Purpose
- AudienceTutorials
- Supervisor TutorialsStarting Your Working Session
- Starting Agent Desktop
- User Interface Overview
- Working as an Agent
- Working as a Supervisor
- Wallboard
- Home Page
- Cases
- Omni QMAgent Management
- Changing Agent State
- About Chat Center
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality ManagementCalendars
- Working With Agent CalendarsCampaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Lists View
- List of List Metrics
- Campaign Teams ViewEmail Queue
- General Information About Email Queue ManagementReal-time Metrics
- General Information About Metric Viewing
- Understanding Real-Time Metrics
- Team Metrics View
- List of Team Metrics
- Service Metrics View
- Service Metric Descriptions
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
About Chat Center
Agent Desktop's Chat Center is a useful tool you can use to communicate with individual agents and your team.
Personal Chat
At any time during your working session, you can send a chat message to any member of your team as well as to a member of another team. For specific Personal Chat information, see the Agent Guide, section How to use Personal Chat.
Group Chat
The Group Chat feature allows agents, supervisors, and other users to chat within your contact center. Many features of Group Chat are similar to Internal Chat and Service Chat; however, Group Chat is not for chatting with individual users or customers.
For specific Group Chat information, please refer to How to Use Group Chat.
