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スーパーバイザーの業務履行

スーパーバイザとして、エージェントデスクトップアプリケーションにログインすると、 監視中 の状態が自動的に割り当てられます。 この状態にいる間、サービスコールの受信ができません。作業セッション中にサービスコールの処理予定がない場合は、受付不可の状態に変更せず、監視中の状態を使うことをお勧めします。なぜかというと、受付不可の状態はチームの統計に悪い影響を及ぼす可能性があるからです。

If you have to work as an agent temporarily during your working session, you can return to the Supervising state at any time except when you are in the Busy state (i.e., when you are actively communicating with a customer).


Selecting the Supervising state


To switch to the Supervising state, follow these steps:

  1. Click the User Status Indicator/Selector.
  2. Select Supervising from the drop-down menu.


The teams that are assigned to you for supervision can be viewed by clicking on the Supervision Supervision-Icon-AD-50.png icon in the Agent Desktop menu.


Active Supervision

The Agent Desktop application supports active supervision of agents from all your teams. If you have the privilege "All assigned teams combined view," then you may see metrics for all agents in the teams that you are assigned to supervise. The agent metrics are located in the Supervision Supervision-Icon-AD-50.png section of Agent Desktop and displayed at the bottom of the Context Information Area.


A view of all teams' agent metrics is found in the Supervision section


Note: If you do not see any teams to supervise, that means that you have not been assigned to supervise any teams. To be a supervisor, you must be given the role "Supervisor" and you must be assigned to supervise a team. Note that supervisors are assigned at the team level only, and supervisors are assigned by the system administrator. Contact your system administrator for assistance.

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