From Bright Pattern Documentation
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Active Agent Management | Active Agent Management | ||
*[[supervisor-guide/ChangingAgentState | Changing Agent State]] | *[[supervisor-guide/ChangingAgentState | Changing Agent State]] | ||
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*[[supervisor-guide/IndividualChat | Individual Chat]] | *[[supervisor-guide/IndividualChat | Individual Chat]] | ||
*[[supervisor-guide/TeamChat | Group Chat ]] | *[[supervisor-guide/TeamChat | Group Chat ]] | ||
Latest revision as of 21:35, 14 January 2019
Supervisor Guide
Introduction
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