• 5.19 • 5.2 • 5.3 • 5.8

Supervisor Guide

Introduction

• Purpose
• Audience

Starting Your Working Session

• Starting Agent Desktop
• User Interface Overview
• Working as an Agent
• Working as a Supervisor
• Wallboard
• My Grades
• Cases

Viewing Real-time Metrics

• General Information About Metric Viewing
• Customization of Metric Views
• 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

Active Agent Management

• Changing Agent State
• Individual Chat
• Group Chat
• Call Recording
• Call Monitoring, Coaching, and Barge-In
• Continuous Agent Monitoring
• Grading Calls in Progress
• Agent Screen Monitoring
• Managing Calendar Events
• Quality Management

Managing Calendar Events

• Working With Agent Calendars
• How to Reassign an Event
• How to Reassign All of an Agent’s Events to Another Agent

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
• Campaign Start and Stop
• Lists View
• List of List Metrics
• Enabling and Disabling Lists within a Campaign
• Campaign Teams View
• Adding and Removing Campaign Teams

Email Queue Management

• General Information About Email Queue Management
• Assigning Email to an Agent
• Managing My Queues (Personal Email Queues)