Supervisor options

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

• 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.