Supervisor features in the call center

In a call center, the supervisor's job is responsible for the daily work of the agents in his group, guidance and supervision and to generate statistical reports.

Login as group admin, then you will see agent's portal page, then go to “Group Admin”, “Live Monitor”

On this page, it will give live status of each agent and agent group, you can click to open a agent, get a pop-up window, as follows

in the picture above, you can see agent status, and you can do Hangup、Spy、Call barge、Whisper、Force release、Force pause、Force idle and Force logoff

Frame ① you can see the agent status, it has

1. Idle : Agent is idle, and ready to take calls, it uses color
2. Ringing : When one of the call party is ringing (inbound or outbound), it uses color
3. Busy : When agent is in a conversation, it uses color
4. Conference : When agent is in a conference, it uses color
5. Pause : When agent is paused, it uses color
6. ACW : When agent is in After Call Work, he would not receive calls, it uses color
7. * *(agent number) is calling for consult : When there's other agent is calling this agent for consult, and it's ringing, it uses color
8. * *(agent number) is consulted by * *(agent number) : This agent is in a consult conversation with another agent, it uses color

Frame ② The avatar of the agent

Frame ③ The agent number and username

Frame ④ The action icon, it has Hangup, Spy, Call Barge,Whisper,Force release,Force busy,Force idle and Force logoff

• Hangup : Hangup all live calls of the agent
• Spy : Spy the call, means group admin could hear the conversation, but neither agent or customer would hear group admin
• Call Barge : Group admin will join the conversation
• Whisper : Talk to the agent, but customer would not hear
• Forced release : Group admin will talk to the customer instead of agent, agent will hang up.
• Forced pause : Change agent status to “Pause”, agent would not receive any calls from the queue.
• Forced idle : Change agent status to “Idle”, agent would start receive calls from the queue.
• Forced logoff : Log off the agent from a queue.

To use Spy、Call Barge、Whisper、Force release , by default, it will use the extension number of the group admin.

Frame ⑤ If there's a call, it will appear caller id, if it's a consult call, it will appear the number of consult party

Frame Display all agent groups of the agent logged in, group admin can change the work mode and ACW mode in the group

Group admin could control the predictive dialer of his group(s), config dialer strategy, recycle customer to dial list, start/stop the dialer

open dialer –> dialer to check all available dialer

In this page, group admin could change the dial strategy of each campaign, check customers in the dial list or recycle dialed numbers back to the dial list

go to dialer for more information

When the group admin role gets the privalidge to reports page, they can see the reports of their campaigns,

This is used to control the call quality, make sure agents use correct words when they talk to customers

go to campaign –> qcpages, there's a list for all calls waiting for quality control

check qcpages for more information