Overview of Supervisor Tools

Figure 128 illustrates the three functional areas of the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions..

Figure 128: 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, three functional areas

Table 14describes the three Agent Supervisor Console functional areas.

Table 14: Summary of Functional Areas

Functional Area Description

1: Control panel

Use the Agent ConsoleControl panel to access the controls and status information you need to process an interaction and work with Agent Console tools. 

TheAgent Console dynamically adjusts the Control panel tabs in response to the interaction type and task you are performing. For information about specific Control panel features, refer to the information for each Agent Console interaction type.

2: Navigation Panel

Click an icon to display anAgent Console tool. Depending on which tool you select, the Agent Console opens the tool in the CRM panel, described later in this table, or in a separate browser window.

Your Navigation bar may include more or fewer icons, depending on whether you are an agent or agent supervisor, your agent account permissions, and your service or feature subscriptions.

In the Navigation bar, click:

  • Home to display the Internal CRM.
  • My Customers to list your open case records by customer.
  • My Cases to list your open case records.
  • My Tasks to list your tasks you plan to perform or have performed related to a customer.
  • My Profile to display your Agent Console account settings.
  • My Recordings to allow recording messages to be played to customers.
  • FAQ to display the link to the Agent Console Frequently Asked Questions page in a new browser Window.
  • CollaborateSee Desktop Sharing. if your Navigation bar includes the optional Collaborate feature.
  • Monitoring to display the Agent Supervisor Console QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. and Agent management tool in separate browser window.
  • Reporting to display the Agent Supervisor Console report selection and generation tool.
  • Help to display links to documentation in a new browser Window.

3: Display panel

Use the Display panel to work with the tool selected by clicking an icon in the Navigation bar, described earlier in this table.



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