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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。

作業セッション中に一時的にエージェントの業務を行わなければならない場合でも、話中の状態 (お客様とやり取りしている場合)を除く、いつでも 監視中 の状態に戻ることができます。


監視中の状態を選択する


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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