• 5.19 • 5.3 • 5.8

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