Supervisors

This section explains how to configure contact centre agent supervisors. It covers functionality used to manage and monitor the agent groups assigned to them using DTA and VIEW.

Supervisors can perform the following tasks.

In UC and CONTACT:

• Change the status of an individual agent or of an entire agent group manually.
• ‎(using the storm Contact > Agent Groups > Agent Status View menu option).
• Move messages to another user's personal queue ‎(using DTA's Move Message To Personal Queue setting in the Organisation Features panel, opened using the Organisations > View Organisations menu option).

In DTA:

• Monitor agent statuses.
• Assist agent calls (by listening in, barging in, or providing whisper advice).
• Monitor web chats and other message-based contacts.
• Edit agent groups by adding agents to, and removing agents from, the agent groups assigned to them, as required (using the Assign to Agent Group screen).
• Assign agent groups to supervisors.
• Create and manage custom 'unavailable' agent states (using the User Status screen).
• Mark an agent as available or unavailable, or log them out
• Set up message templates (channel-specific or for generic use).

In VIEW, using the agent groups module:

• View the current call handling, status and service level statistics for an agent group and for individual agents within the group.
• Listen in or barge in to a call.
• Change an agent's status.
• Log an agent off.

Creating a Supervisor

Supervisors are set up using in UC, as described in the UC and CONTACT Configuration Guide. Users created as supervisors can access standard UC functions, and work as an inbound and outbound CONTACT agent. Further configuration allows them to monitor and control agent groups assigned to them.

Select the Users > Add User menu option.

To configure a user as a supervisor, in the User Details panel set the User Type field to 'Supervisor'.

Assigning Agent Groups to a Supervisor

The Supervisor Agent Groups screen is used to assign agent groups to a supervisor, giving the supervisor the right to monitor their activity, assist on calls, and add or remove agents from the assigned groups.

Select the storm Contact > Agent Groups > Supervisor Agent Groups menu option, then select the supervisor.

The system lists all the agent groups set up on your system.

The check box next to each indicates whether the selected user has supervisor rights over each agent group (the check box is selected if this is the case) or not.

Select or clear the check box for each agent group the supervisor is allowed to control. Click the Update Changes button to save your settings.

Note: at run-time, administrators are able to make changes to which teams are assigned to specific contact centre supervisors using DTA's Assign Supervisor screen. See the DTA User Guide.

Assisting Agents on Calls

To allow supervisors to assist the agents they supervise on calls (using storm's whisper, listen-in and barge-in functionality) the following configuration must be performed using UC. (See the UC and CONTACT Configuration Guide for further information).

Set up a supervised group for the supervisor using the Routing > Treatments > Add Treatment menu option.

Assign the users that the supervisor will be able to monitor to the supervised group using the Routing > Treatments > User Mapping menu option.

Assign the supervised group an extension using the Extensions > Extension Mapping menu option.

Set the supervisor PIN in the Organisation Settings panel (accessed using the Organisations > View Organisations menu option).

To enable listen-in and barge-in functionality in the VIEW agent group module, use the Organisations > View Organisations menu option to set the Supervisor Web Monitoring field to 'Enable'. Use the Supervisor Verification field to configure how the supervisor will access agent assistance functionality, and the Monitor Supervised Agents field to enable the functionality used to monitor agent activity and statuses.‎