If You Are an Agent Supervisor

The AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console includes tools that are accessible only to agent accounts that have been granted supervisor privileges.

In addition to the information agents need to use the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. to process customer interactions, the Agent Supervisor version of this document includes a separate section that describes the use of the Agent Supervisor Console to perform supervisory tasks.

For information about using Agent Supervisor Console tools, see Administering Contact Center, on page 1.


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