From Bright Pattern Documentation
• 5.2 • 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
User Interface Overview
Supervisors logging in to the Agent Desktop application will notice some key differences between Agent Desktop for agents and Agent Desktop for supervisors. In Supervisor mode, the Agent Desktop menu provides the Supervision 
icon, which, when clicked, updates the Context Information Area with real-time metrics views for agents of a selected team and services provided by that team.
Refer to Bright Pattern Contact Center Agent Guide for general information about the elements of the Agent Desktop application screen.
Note the following differences specific to the use of Agent Desktop in Supervisor mode:
- In addition to your active interactions, the Active Conversations List will display the teams that you are assigned to supervise. When you select a team, real-time metrics for the members of this team as well as the services assigned to this team will appear in the Context Information Area.
- As mentioned above, in Supervisor Mode, the Context Information Area will show real-time metrics related to your teams, services, and campaigns. For more information, see topics related to real-time metrics viewing and campaign operation. This also means that unlike agents, you cannot run your Agent Desktop application in the minimized view.
- In addition to the regular interaction-handling controls, the Contact Info Panel provides controls for active agent management. For more information, see topics related to active agent management.