teamlead.monitoring-scope
Section: interaction-workspace
Default Value: call
Valid Values: Select a value from the following list: agent,call
Changes Take Effect: Immediately.
Specifies the scope of monitoring that is to be used for voice interactions in environments that use SIP Server. If the value call is specified, the supervisor remains on the call until it is finished. This mode enables barge-in. If the value agent is specified, the system disconnects the supervisor automatically from the call when the monitored agent leaves the call. In this mode, the barge-in operation is not possible.
teamlead.agent-status.enabled-remote-actions
Section: interaction-workspace
Default Value: Ready, NotReady, LogOff
Valid Values: A comma-separated list of states: Ready, NotReady, LogOff
Changes Take Effect: At the next agent search.
Introduced: 8.5.126.07
Specifies the list of agent statuses to which a Team Lead can set an agent selected from Team Communicator. The order of the statuses defines the order they are displayed in Team Communicator. This option is applicable only when the 'Team Lead - Agent Status Enabled Remote Actions' privilege is granted to the Team Lead.
teamlead.agent-status.enabled-agent-group-security-mode
Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At next agent search.
Specifies that a Team Lead may change the status of an agent only if the agent is a member of an Agent Group that the Team Lead supervises. When set to false, any Team Lead can change the agent's status. Relies on the 'Team Lead - Can Change Agent Status' privilege being granted.
Team Lead options
- teamlead.agent-status.enabled-agent-group-security-mode
- teamlead.agent-status.enabled-remote-actions
- teamlead.monitoring-scope
Related Resources
The following topic discusses the implementation of these options: