|
Supervisor
Supervisor is a desktop application that allows contact
center supervisors to monitor the call activity of a group of ten or less
agents. The application allows supervisors to:
see an agent's request for help
join a call as an observer (the supervisor can
hear the conversation but the agent and customer cannot hear the
supervisor)
join a call as a coach (only the agent can hear
and talk to the supervisor)
join a call as a participant (the agent and
customer can hear and talk to the supervisor)
view the current state of each agent
What's more, if Supervisor is connected to the
Interaction Data Server - Voice and Presence, supervisors can:
view statistics on the average length of time an
agent is spending in After Call Work (ACW) and Available modes
view statistics on the number of calls the agent
has taken
send text-based messages to agents
send call-related data to the Interaction Data
Server - Voice and Presence and agents
Supervisor displays data in a simple tree-view and uses
color coding to communicate information about agents and calls.
Note: Agent names
are derived from the application's configuration if no agent name has been
associated with the station in the switch. If an agent name has been
specified in the switch, then the switch's agent name takes precedence.
Note: Supervisor is
only available to call centres running Expert Agent Selection agent
functionality.
Supervisor does not give the user telephony control. For
this functionality, they must use Agent or another CTI application.
|
