From Bright Pattern Documentation
Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- List of Service Metrics
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- Call Recording
- Call Monitoring, Coaching and Barge-in
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- 1 Managing Calendar Events
- Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing Personal Email Queues
Supervisor Guide
Managing Calendar Events
The Agent Desktop application is equipped with a calendar where agents can schedule various tasks and events related to their work, such as follow-up calls with customers. For general information about the calendar, see ServicePattern Agent Guide, section Using the Calendar.
In addition to using your own calendar for your personal scheduled events, as a supervisor, you can also view calendars of members of your team and re-assign their scheduled tasks to other agents.
To view an agent’s calendar:
- Select the desired agent from the directory or from the Agent Metrics View in the right pane. The Contact Info Panel will display the agent management functions.
- Click the Show Agent’s Calendar button . Agent’s calendar will be displayed in the Context Information Area.
To re-assign a single agent’s task to another agent:
- Select the desired task in the calendar grid. The panel on the right display the task information and related controls.
- Click the Assign… button. A dialog window will appear showing the list of agents that this task can be assigned to.
- Select the desired agent and click Ok.
Sometimes it may be more convenient to reassign all agent’s tasks within a time range in a single step. To re-assign all agent’s tasks to another agent:
- Click the Reassign by range… button. A dialog window will appear showing the list of agents that this task can be assigned to and time range controls.
- Specify the desired time range.
- Select the desired agent.
- Click Ok.