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Contents

Supervisor Guide

Introduction

Purpose
Audience

Tutorials

Supervisor Tutorials

Starting Your Working Session

Starting Agent Desktop
User Interface Overview
Working as an Agent
Working as a Supervisor
Wallboard
Services Dashboard
Home Page
Cases
Omni QM

Agent Management

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

Calendars

Working With Agent Calendars

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
Lists View
List of List Metrics
Campaign Teams View

Email Queue

General Information About Email Queue Management

Real-time Metrics

General Information About Metric Viewing
Understanding Real-Time Metrics
Customization of Metric Views
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
Overview
Agent Management
Calendars
Campaigns
Email Queue
Real-Time Metrics
Overview
- 1.1 Section Articles
How to Manage Queues
How to Review and Assign Email to Agents

Overview

Email queue tutorials explain how supervisors can manage both team queues and agents' personal queues.

Email queue

Section Articles

How to Manage Queues
How to Review and Assign Email to Agents< Previous | Next >

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