====== 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.

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

{{:en:regular_function_description_in_call_center:agent_monitor_page.jpg?768|Agent 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

{{:en:regular_function_description_in_call_center:agent_monitor_detail.jpg|Agent Monitor Detail}}

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 {{:en:regular_function_description_in_call_center:agent_monitor_idleColor.jpg|Idle Color}}
  - Ringing : When one of the call party is ringing (inbound or outbound), it uses color {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|RInging Color}}
  - Busy : When agent is in a conversation, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Answered Color}}
  - Conference : When agent is in a conference, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Conference Color}}
  - Pause : When agent is paused, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_pauseColor.jpg|Pause Color}}
  - ACW : When agent is in After Call Work, he would not receive calls, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_acwColor.jpg|ACW 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 {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Incoming Consult Color}}
  - * *(agent number) is consulted by * *(agent number) : This agent is in a consult conversation with another agent, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Incoming Consulting 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**

<note important>
If the agent is not in a call, **Hangup**、**Spy**、**Call Barge**、**Whisper**、**Force release** icon will be unusable

When agent is static in the agent group, then **Force logoff** is not available
</note>

  * Hangup {{:en:regular_function_description_in_call_center:hangup.png|Hang Up}} : Hangup all live calls of the agent
  * Spy {{:en:regular_function_description_in_call_center:callspy.png|Callspy}} : Spy the call, means group admin could hear the conversation, but neither agent or customer would hear group admin
  * Call Barge {{:en:regular_function_description_in_call_center:callbarge.png|Callbarge}} : Group admin will join the conversation
  * Whisper {{:en:regular_function_description_in_call_center:whisper.png|Whisper}} : Talk to the agent, but customer would not hear 
  * Forced release {{:en:regular_function_description_in_call_center:forceRelease.png|Force Release}} : Group admin will talk to the customer instead of agent, agent will hang up.   
  * Forced pause {{:en:regular_function_description_in_call_center:forcePause.png|Force Pause}} : Change agent status to "Pause", agent would not receive any calls from the queue.
  * Forced idle {{:en:regular_function_description_in_call_center:forceIdle.png|Force Idle}} : Change agent status to "Idle", agent would start receive calls from the queue.
  * Forced logoff {{:en:regular_function_description_in_call_center:forceLogoff.png|Force 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


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

open [[:en:module_manual:dialer]] --> [[:en:module_manual:dialer:dialer]] to check all available dialer

{{:en:regular_function_description_in_call_center:agent_monitor_dialerpage.jpg?768|Dialer Page}}

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 [[:en:module_manual:dialer:dialer]] for more information

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

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

go to [[:en:module_manual:campaign]] --> [[:en:module_manual:campaign:qcpages]], there's a list for all calls waiting for quality control

{{:en:regular_function_description_in_call_center:agent_monitor_qcpage.jpg?768|QC Page}}

check [[:en:module_manual:campaign:qcpages]] for more information