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• 5.19 • 5.3 • 5.8

Contents

  • Tutorials for Supervisors

Tutorials for Supervisors

Introduction

  • About

Agent Management

  • How to Change an Agent's State
  • How to Turn On/Off Supervision Modes
  • How to Continuously Monitor Agents
  • How to Grade Calls in Progress
  • How to Monitor Agent Screens

Real-Time Metrics

  • Customizing Metrics
  • Customizing Real-Time Metric Alerts

Campaigns

  • How to Start and Stop Campaigns
  • How to Enable and Disable Lists within a Campaign
  • How to Add and Remove Campaign Teams

Email Queue

  • How to Manage Queues
  • How to Review and Assign Email to Agents

Calendars

  • How to View an Agent's Calendar
  • How to Reassign an Event
  • How to Reassign All of an Agent's Events to Another Agent
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