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• 5.19 • 5.2 • 5.3 • 5.8

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
• Services Dashboard
• 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
• Customization of Metric Views
• 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