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Administer Contact Center

Your contact center administrator can configure specific 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 accounts to include access to supervisor tools.

Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. accounts with access to supervisor functions are referred to as Supervisor Console accounts. The topics in this section focus on the use of Supervisor Console features.

Supervisor accounts have exclusive access to the following Supervisor Console features that are not enabled for non-supervisor agent accounts:

In addition to supervisor features, supervisors may choose to perform or guide and validate the use of certain operations that agents have access to, such as agent profile configuration. These include the following agent-optional abilities to:

 


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