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From Bright Pattern Documentation
< 5.8:Supervisor-guide
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• 5.19 • 5.3 • 5.8

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

Agent Management

  • 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
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