Agent Management

Bright Pattern Documentation

Generated: 8/15/2022 3:16 pm
Content is available under license unless otherwise noted.

Overview

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


Flagged-Agent-Options-50.PNG


Section Articles



How to Change an Agent's State

As a supervisor, you can change the current state of any agent of your team. For example, if the Service Level drops below the specified threshold, you can force some agents to become Ready while they are in the After Call Work state in order to speed up the distribution of calls waiting in the service queue. You can also force an agent to log out.

To change an agent state:

  1. Click the Agent State icon in the Agent Metrics View.
  2. Select the desired agent state from the drop-down menu. Note that forced state changes may or may not be available depending on the current agent activity. For example, no forced state changes will be permitted for agents actively handling service interactions.


Changing agent state



How to Continuously Monitor Agents

As a supervisor, you can continuously monitor calls of a selected member of your team. When you activate this function, monitoring of all subsequent calls made or received by this team member will start automatically.


To set continuous monitoring for a particular agent:

  1. Select the desired agent from the Agent Metrics View in the right pane of Agent Desktop. The Contact Info Panel will display the monitoring functions.
  2. Select the keep monitoring this agent checkbox.

Note that you can only continuously monitor one agent at a time. Thus, if you activate this function for another agent, monitoring of the originally selected agent will stop.


To stop monitoring the agent:

Simply deselect the checkbox.



How to Grade Calls in Progress

You can grade various aspects of your agents’ performance while monitoring their calls. The assigned grades will be stored as part of the historical call detailed record and will be visible to other managers of your contact center with corresponding privileges.


To grade a call that you monitor:

  1. Click the Grade button next in the Contact Info Panel.
  2. Select grades for the desired categories.
  3. If necessary, type a free-form comments about the call in the Notes field.
  4. Click Ok.


Note: The call grading categories are customizable and may differ from the ones shown above. If in doubt about the purpose of a specific category, contact your administrator.



How to Monitor Agent Screens

Depending on your system configuration, you may also be able to view screens of selected members of your team and monitor their desktop actions in real time. You can activate this function for a logged-on agent at any time even when the agent is not handling any interactions. Thus, this function can be complementary to the call monitoring, or it can be used on its own. The agents will not receive any indication that their screens are being monitored.


To begin screen monitoring:

  1. Select the desired agent from the Agent Metrics View in the right pane of Agent Desktop. The Contact Info Panel will display the monitoring functions.
  2. Click the See Screen button Supervisor-guide-image33.png. A new window will open, showing you the desktop of the selected agent.

Note that you can only continuously monitor a screen of one agent at a time. Thus, if you activate this function for another agent, monitoring of the originally selected agent will stop.


To stop monitoring the agent’s screen:

Simply close the browser window.



How to Turn On/Off Supervision Modes

Supervisors have three different modes of call monitoring to use with their agents: monitor, coach, or barge-in.

To activate one of the supervision modes:


Call Monitoring and Pull Screen controls


When you are connected to a call in a particular supervision mode, the Monitor/Coach/Barge-in button will display the “next” supervisor mode (i.e., if the current mode is Monitor, the button will display Coach, and so on).

The system will automatically start call recording as soon as you connect to this call in any supervisor mode. Note also that the system supports simultaneous monitoring of one agent by more than one supervisor.


To stop the supervision activity for this call:

Click the End Call button.