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
- Managing Calendar Events
- Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota 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
User Interface Overview
The picture below shows the Agent Desktop application screen in the supervisor mode with an active voice call and real-time metrics views for agents of a selected team and services provided by that team.
Please refer to ServicePattern Agent Guide for general information about the elements of the Agent Desktop application screen.
Note the following differences specific to use of Agent Desktop in the supervisor mode:
- In addition to your active interactions, the Active Communications List will display the teams that you are assigned to supervise. When you select a team, real-time metrics for the members of this team as well as the services assigned to this team will appear in the Context Information Area.
- As mentioned above, in the Supervisor Mode the Context Information Area will show real-time metrics related to your teams, services, and campaigns. For more information, see topics related to real-time metrics viewing and campaign operation. This also means that unlike agents, you cannot run your Agent Desktop application in the minimized view.
- In addition to the regular interaction-handling controls, the Contact Info Panel provides controls for active agent management. For more information, see topics related to active agent management.