Supervisor options

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This topic is part of the manual Manage your Contact Center in Agent Setup for version Current of Agent Setup.

Learn about Supervisor options available in Agent Setup.

1

In the Supervisor section under Desktop Options, configure the following options:

  • Monitor enables supervisor and team lead monitoring on agent interactions.
  • Agent Control allows the supervisor or team lead to access the My Agents view.
  • Agent Channels defines the channels to be displayed in the My Agents view.
  • Refresh Agent Control enables the manual refresh of agent states.
  • Agent Page Limit specifies the maximum number of rows displayed per page in the My Agents tab.
  • Agent Page Refresh specifies the frequency, in seconds, to refresh the list of users. Auto-refresh turns off when this option is set to '0' (zero).
  • Monitor Current Voice allows the supervisor or team lead to monitor voice interactions.
  • Coach Current Voice allows the supervisor or team lead to coach voice interactions.
  • Show Voice Monitoring notifies agents when the current call is being monitored by a supervisor or team lead.
  • Cross Site Voice Monitoring allows the supervisor or team lead to supervise an agent located at a different location. This option is only visible in Agent Setup while in v2 mode.
  • Monitor Chat allows the supervisor or team lead to monitor chat interactions.
  • Coach Chat allows the supervisor or team lead to coach chat interactions.
  • My Team Workbins enables supervisors to see the workbins of the agents in their Agent Group.
  • Access to Interaction Management enables supervisors to see Interaction Management.
  • Allow Moving Interactions to Queue enables supervisors to move interactions from displayed workbins to available queues.
  • Allow Moving Interactions to Workbin enables supervisors to move interactions from displayed workbins to other workbins.