Overview

Supervisor tutorials provide specific instructions for users who actively manage agents and teams in Agent Desktop; topics include the following:

• Agent management
• Using calendars
• Operating campaigns
• Email queues
• Real-time metrics

Agent Management

Agent management tutorials explain how supervisors may perform tasks such as monitoring agents, grading calls, forcing agents into different states, and so forth.

Section Articles

• How to Change an Agent's State
• How to Continuously Monitor Agents
• How to Grade Calls in Progress
• How to Monitor Agent Screens
• How to Turn On/Off Supervision Modes

Calendars

Calendar tutorials describe how to manage agent calendars, including reassigning an agent's calendar events.

Section Articles

• How to View an Agent's Calendar
• How to Reassign an Event
• How to Reassign All of an Agent's Events to Another Agent

Campaigns

Campaigns tutorials explain basic campaign operation functions, such as how to start and stop a campaign, how to enable and disable a call list, how to manage campaign teams, and so forth.

Section Articles

• How to Start and Stop Campaigns
• How to Enable and Disable Lists within a Campaign
• How to Add and Remove Campaign Teams

Email Queue

Email queue tutorials explain how supervisors can manage both team queues and agents' personal queues.

Section Articles

• How to Manage Queues
• How to Review and Assign Email to Agents

Real-Time Metrics

Real-time metrics tutorials describe how to customize the statistics and attributes that are displayed on the Supervision screen, as well as related alerts.

Section Articles

• Customizing Metrics
• Customizing Real-Time Metric Alerts