Supervisor options

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Administrators.

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.