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
Idle : Agent is idle, and ready to take calls, it uses color
Ringing : When one of the call party is ringing (inbound or outbound), it uses color
Busy : When agent is in a conversation, it uses color
Conference : When agent is in a conference, it uses color
Pause : When agent is paused, it uses color
ACW : When agent is in After Call Work, he would not receive calls, it uses color
* *(agent number) is calling for consult : When there's other agent is calling this agent for consult, and it's ringing, it uses color
* *(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
If the agent is not in a call, Hangup
icon will be unusable
When agent is static in the agent group, then Force logoff is not available
: Hangup all live calls of the agent
: Spy the call, means group admin could hear the conversation, but neither agent or customer would hear group admin
: Group admin will join the conversation
: Talk to the agent, but customer would not hear
: Group admin will talk to the customer instead of agent, agent will hang up.
: Change agent status to “Pause”, agent would not receive any calls from the queue.
: Change agent status to “Idle”, agent would start receive calls from the queue.
: 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