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From Bright Pattern Documentation
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5.8:Supervisor-guide
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5.19
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5.3
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5.8
Contents
Supervisor Guide
Introduction
Purpose
Audience
Tutorials
Supervisor Tutorials
Starting Your Working Session
Starting Agent Desktop
User Interface Overview
Working as an Agent
Working as a Supervisor
Wallboard
Home Page
Cases
Omni QM
Agent 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 Management
Calendars
Working With Agent Calendars
Campaign 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 View
Email Queue
General Information About Email Queue Management
Real-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
Overview
Agent Management
Calendars
Campaigns
Email Queue
Real-Time Metrics
Agent Management
Overview
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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