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= Supervisor options=
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In the '''Supervisor''' section under '''Desktop Options''', configure the following options:
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{{CloudStep_Stack
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|title=
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|text=
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*'''Monitor''' enables supervisor and team lead monitoring on agent interactions.
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*'''Agent Control''' allows the supervisor or team lead to access the '''My Agents''' view.
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*'''Agent Channels''' defines the channels to be displayed in the '''My Agents''' view.
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*'''Refresh Agent Control''' enables the manual refresh of agent states.
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*'''Agent Page Limit''' specifies the maximum number of rows displayed per page in the My Agents tab.
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*'''Agent Page Refresh''' specifies the frequency, in seconds, to refresh the list of users. Auto-refresh is turned off when this is set to '0' (zero).
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*'''Monitor Current Voice''' allows the supervisor or team lead to monitor voice interactions.
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*'''Coach Current Voice''' allows the supervisor or team lead to coach voice interactions.
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*'''Show Voice Monitoring''' enables agents to be notified when the current call is being monitored by a supervisor or team lead.
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*'''Cross Site Voice Monitoring''' allows the supervisor or team lead to perform supervision of an agent that is located at a different location.
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*'''Monitor Chat''' allows the supervisor or team lead to monitor chat interactions.
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*'''Coach Chat''' allows the supervisor or team lead to coach chat interactions.
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*'''My Team Workbins''' enables supervisors to see the workbins of the agents in their Agent Group.
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*'''Access to Interaction Management''' enables supervisors to see Interaction Management.
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*'''Allow Moving Interactions to Queue''' enables supervisors to move interactions from displayed workbins to available queues.
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*'''Allow Moving Interactions to Workbin''' enables supervisors to move interactions from displayed workbins to other workbins.
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|media1=ASSupervisor.png
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}}
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[[Category:V:PSAAS:Julie]]

Revision as of 16:58, June 7, 2019

Supervisor options

In the Supervisor section under Desktop Options, configure the following options:


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  • Monitor enables supervisor and team lead monitoring on agent interactions.
  • Agent Control allows the supervisor or team lead to access the My Agents view.
  • Agent Channels defines the channels to be displayed in the My Agents view.
  • Refresh Agent Control enables the manual refresh of agent states.
  • Agent Page Limit specifies the maximum number of rows displayed per page in the My Agents tab.
  • Agent Page Refresh specifies the frequency, in seconds, to refresh the list of users. Auto-refresh is turned off when this is set to '0' (zero).
  • Monitor Current Voice allows the supervisor or team lead to monitor voice interactions.
  • Coach Current Voice allows the supervisor or team lead to coach voice interactions.
  • Show Voice Monitoring enables agents to be notified when the current call is being monitored by a supervisor or team lead.
  • Cross Site Voice Monitoring allows the supervisor or team lead to perform supervision of an agent that is located at a different location.
  • Monitor Chat allows the supervisor or team lead to monitor chat interactions.
  • Coach Chat allows the supervisor or team lead to coach chat interactions.
  • My Team Workbins enables supervisors to see the workbins of the agents in their Agent Group.
  • Access to Interaction Management enables supervisors to see Interaction Management.
  • Allow Moving Interactions to Queue enables supervisors to move interactions from displayed workbins to available queues.
  • Allow Moving Interactions to Workbin enables supervisors to move interactions from displayed workbins to other workbins.
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