Supervisor Tools

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Real-Time Monitor

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Queues

• Conversations waiting and engaged
• Agent availability summary
• Average wait time, max wait time, and drop-off rate

1. Select the Queues tab.
2. Select a queue from the left menu.
3. Select an agent name to view their conversation details.

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Filters

1. Select Filter.
2. Select New Filter.
3. Select Queues, Channels, Type, State, and Languages. You can also filter by agent groups or search for specific agents.
4. Select Save & Apply, enter a name (up to 20 characters), and confirm.

• Waiting with Agents and Waiting in Queue are pre-selected quick filters by default.
• You can select up to four quick filters.
• A default filter is treated as a quick filter if not explicitly selected as one.
• You cannot disable a quick filter while it is set as the default. Remove the default first.

1. Select the Filters tab.
2. Select Edit.
3. Make changes and select Save & Apply.

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Agents

• Hover over an agent name to see their status, profile info, skills, queues, and agent groups.
• The load capacity indicator shows overall and channel-wise load (for example, Live Chat 2/3 slots engaged).
• Select an agent to view their ongoing conversation and engagement metrics. Chat, Messaging, and Voice: Email:
• From the agent view, you can check the profile, chat with the agent, change the queue, and assign conversations.

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Filters

• Select Pause to stop updates.
• Select Play to resume.
• A confirmation displays after each refresh with updated data.

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Interactions

1. Select an ongoing conversation, then select Assign.
2. In the Assign Conversation pop-up, select Agent or Queue, choose from the dropdown, optionally mark as priority or send a message to the customer, then select Assign.

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Filters

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Service Levels

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Live Conversation Monitoring

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Listen & Whisper (Voice)

• Listen — Monitor a call silently.
• Whisper — Speak to the agent only; the customer cannot hear.

1. Go to Monitor > Agents and select the conversation.
   A conference icon indicates multiple participants on the call. Listen & Whisper and Join are disabled for conference calls.
   
2. Select Listen & Whisper.
3. To coach the agent, select Whisper to Agent. A whisper indicator appears at the top of the live interaction; the agent’s transcript text displays in yellow.
4. Select Stop Whispering to end the session. The message Listen session ended displays.

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Join a Conversation

1. On the right pane, select Join Conversation.
2. In the confirmation pop-up, select Confirm.

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Queue Actions

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Manually Assign a Conversation

1. Select the conversation in the Queue panel and select Assign.
2. Select an agent from the pop-up.
3. Optionally select Mark as priority, then select Assign.

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Change Queue

1. Go to Monitor > Queues.
2. Select the queue and then select the conversation.
3. Select Change Queue.
4. In the pop-up, select a destination queue. Optionally select Mark as priority to place the conversation at the top of the destination queue.

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Bulk Transfer and Force Close

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From the Queues Tab

1. Open the Monitor tab and select a queue.
2. Select ⋮ in the top corner and choose Transfer Conversations or Force Close.

1. Select Queue and choose one or more conversations. Use Select All or Clear as needed.
2. From the queue dropdown, choose a destination queue.
3. Select Transfer.

1. Select one or more conversations, then select Force Close from the action bar.
2. In the confirmation pop-up, select Confirm.

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From the Agents Tab

1. Open the Monitor tab and select the Agents tab.
2. Select ⋮ in the top corner and choose Transfer Conversations or Force Close.

1. Select Agent and choose one or more conversations.
2. From the agent dropdown, choose an agent.
3. Select Transfer.

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Agent Actions

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Chat with an Agent

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Mark Agent Offline

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Force Logout

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Agent Profile and Settings

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Profile Tab

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Settings Tab

• Chat experience: Enable chat settings and define properties such as max chats, language, and proficiency level.
• Voice experience: Enable voice settings and define properties such as language and proficiency level.

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Queues & Skills Tab

• Queues: Select the default and preferred queue.
• Skills: Set the proficiency level for each skill.

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Agent Management

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Agent Groups

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Pre-configured Groups

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Create an Agent Group

1. Select Add Group.
2. In the New Group window, enter:
   • Group Name
   • Description
   • Agent Status (optional) — Statuses selected here appear to agents in this group alongside system-defined ones.
3. Select Save.

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Add Agents to a Group

1. Go to Agents and create or edit an agent.
2. On the agent profile, select the desired group.
3. Save the agent record.

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Edit an Agent Group

1. Hover over the group and select the Edit icon.
2. Make changes and select Save.

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Delete an Agent Group

1. Select the Edit icon next to the group.
2. In the Edit Group window, select the Delete Agent Group icon.

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Agent Status

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System Busy Status

• Digital interactions: triggers when concurrency reaches 100% of available slots.
• Voice interactions: triggers when the single voice slot is occupied.
• Agents on voice are marked System Busy for digital, and vice versa.

• Configure slot allocations based on interaction volumes.
• Train agents on blended handling and multitasking.
• Monitor load capacity to optimize staffing levels.
• Use reporting to track blended mode impact on KPIs.

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Create an Agent Status

1. Select + New Status.
2. Enter:
   • Status Name
   • Status Type — Away or Busy
   • Description
   • Assign to Agent Groups — Required for custom statuses; makes the status available to agents in those groups.
3. Select Add & Exit or Add & Stay.

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Edit an Agent Status

1. Select the Edit icon next to the status.
2. Edit the Status Name, Type, or Description, then select Update.

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Delete an Agent Status

1. Select the Delete icon next to the status.
2. Select Yes to confirm.

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Configure Login Prep Status

1. Select Edit next to Login Prep.
2. Turn on the Enabled toggle.
3. Customize:
   • Status Name
   • Description
   • Message to Agent — includes a configurable rule (default: 30 seconds) and message text.
4. Select Update.

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Agent Settings

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Answer Mode

• Enabled: When a conversation enters the agent wait state, the queue wait timeout does not trigger until after the agent wait timeout expires.
• Disabled (default): The queue wait timeout runs in parallel and may close the conversation while it is in the agent wait state.

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Conversation Status Control

1. Set the response time threshold (as a percentage value or in minutes and seconds; email uses hours and minutes).
   • Percentage-based thresholds apply to: Due Reminder For Agent, Idle Reminder For Customer.
   • No time configuration needed for: On Connect, On Interruption, On Close.
   • For email: Overdue, Agent Inactivity, and Auto Expire have a configurable limit of 30 days.
2. Edit the message text, add variables, and select the language. To add a variable, place the cursor in the message text, select the Variable field, and choose a variable. The placeholder (for example, {{agentFirstName}}) is replaced with actual data when the message sends.
3. Select Save.

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Call Recording Control

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Transfers

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Skill Modification

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Auto Logout & Auto Close Conversation

• Auto Logout — Period of inactivity before the system logs out the agent automatically. Default: 8 hours.
• Due Reminder for Auto Logout — Alert time shown to the agent before auto logout triggers.
• Conversation Callback Timeout — When enabled, the conversation automatically moves to ACW mode after timeout if the agent is inactive on the callback screen. Default: 30 seconds; configurable between 10 seconds and 5 minutes.

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Snooze

• Make Snooze Notes Mandatory — Agents must add notes before snoozing a conversation.
• Agent Logout with Snoozed Interactions — Agents can log out while conversations are snoozed. Snoozed conversations remain in the agent’s inbox and resume at next login. Applies to selected channels (Live Chat, Messaging, Email).
• Reactivation of Snoozed Interactions on User Message — When enabled, any incoming user message reactivates the snoozed conversation. When disabled, the conversation stays snoozed until the agent manually resumes it.

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Blended Agents

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Additional Routing Configuration

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Enable Dial Tone Until Agent Connects

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Total Digital Conversation Limit

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Dispositions

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Disposition Sets

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Add a Disposition Set

1. Select Add Set.
2. On the General tab, configure:

   Field	Description
   Name	Set name
   Description	Brief description
   Campaign-Linked Set	Toggle on to capture campaign call outcomes
   Display	Dropdown or Button (both single-selection)
   Is Required	Yes: agents must select a code when closing assigned interactions. No: optional.
   Assignment	Assign to Queues or Agent Groups

   • Assign to Queues: Select Add Queue and search for queues.
   • Assign to Agent Groups: Same process as queue assignment.
3. On the Disposition Codes tab:
   • Select Add Code and search for a code. Codes must be created and enabled first.
   • Select the bin icon to remove a code.
4. On the Notify tab (visible only when email/toast alerts are enabled):
   • Select Add Supervisor and choose a supervisor from the list.
   • Alert behavior:
     • One code with alerts: a notification triggers when that code is tagged.
     • Multiple codes with alerts: one notification is sent for one of the selected codes.
     • A secondary email notification can also be enabled.
5. Toggle the set enabled or disabled (enabled by default).
6. Select Create.

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Edit a Disposition Set

1. Select the Edit icon for the set.
2. Make changes and select Save.

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Delete a Disposition Set

1. Select the Edit icon for the set.
2. Select the Delete (bin) icon at the bottom left and confirm.

• Requires Follow Up — Codes: Pending, Disconnected, Information Required
• Supervisor Required — Codes: Requires Approval, Customer Asked for Supervisor, Complex Case

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Disposition Codes

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Add a Disposition Code

1. Select + Add Code.
2. Select Enable to activate the code.
3. Enter the Code Name and Description.
4. Assign a color and preview it.
5. Optionally turn on Show campaign-specific types to display campaign-associated dispositions.
6. Select Create.

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Edit a Disposition Code

1. Find the code in the list and select Edit under Actions.
2. Make changes and select Save.

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Delete a Disposition Code

1. Find the code in the list and select Delete under Actions.
2. Confirm the deletion.

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Agent Experience with Dispositions

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Alerts

Alerts:
  - name: High Wait Time
    condition: avg_wait_time > 180s
    severity: warning
    notification:
      - dashboard_popup
      - slack: #cc-alerts

  - name: Critical Queue Depth
    condition: queue_depth > 20
    severity: critical
    notification:
      - dashboard_popup
      - email: supervisor@company.com
      - sms: +1234567890

  - name: Low Service Level
    condition: service_level < 70%
    duration: 5m
    severity: warning
    notification:
      - dashboard_popup

  - name: Agent Long Handle Time
    condition: handle_time > 900s
    severity: info
    notification:
      - dashboard_popup

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Reports