PEC-AS/Current/ManageCC/Supervisor options - Revision history

Lakshmi.Krishnamurthy.IX: Published

2022-03-25T05:33:26Z

Published

Mgionet: Published

2020-09-24T18:58:08Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:21Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:36Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-24T21:35:02Z

Published

Mgionet: Published

2020-06-09T16:27:25Z

Published

Mgionet: Published

2020-06-09T15:48:37Z

Published

Jerickso: Published

2020-06-08T17:39:32Z

Published

New page

{{ArticleUnstructured
|DisplayName=Supervisor options
|Application=Agent Setup
|Role=Administrator
|TocName=Supervisor options
|ComingSoon=No
|Context=Learn about Supervisor options available in Agent Setup.
}}
In the '''Supervisor''' section under '''Desktop Options''', configure the following options:

{{Section
|sectionHeading=
|Type=Structured|gif=No|anchor=|alignment=Vertical|structuredtext=[[File:ASSupervisor.png]]

*'''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 is turned off when this 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''' enables agents to be notified when the current call is being monitored by a supervisor or team lead.
*'''Cross Site Voice Monitoring''' allows the supervisor or team lead to perform supervision of an agent that is located at a different location.
*'''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.
}}

@@ Line 14: / Line 14: @@
 |structuredtext=In the '''Supervisor''' section under '''Desktop Options''', configure the following options:
-*'''Monitor''' enables supervisor and team lead monitoring on agent interactions.
+*'''Monitor''' enables supervisor and team lead monitoring on agent interactions. See {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|display text=Supervising agents}} for more details.
 *'''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.

@@ Line 8: / Line 8: @@
 |Role=Administrator
 |Application=Agent Setup
 |Section={{Section
 |alignment=Horizontal
 |Media=Image
@@ Line 22: / Line 19: @@
 *'''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 is turned off when this is set to '0' (zero).
+*'''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''' enables agents to be notified when the current call is being monitored by a supervisor or team lead.
+*'''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 perform supervision of an agent that is located at a different location. This option is only visible in Agent Setup while in v2 mode.
+*'''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.
@@ Line 33: / Line 30: @@
 *'''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.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Learn about Supervisor options available in Agent Setup.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup

@@ Line 1: / Line 1: @@
-{{ArticleUnstructured
+{{Article
-|PageType=
+|Standalone=No
 |DisplayName=Supervisor options
 |TocName=Supervisor options
 |Context=Learn about Supervisor options available in Agent Setup.
 |Application=Agent Setup
-|Role=Administrator
+|Prereq=
-|ComingSoon=No
+|Section={{Section
 |sectionHeading=
-|Type=Structured|gif=No|anchor=|alignment=Vertical|structuredtext=[[File:ASSupervisor062020.png]]
+|anchor=
+|alignment=Horizontal
 *'''Monitor''' enables supervisor and team lead monitoring on agent interactions.
@@ Line 31: / Line 33: @@
 *'''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.
 }}

PEC-AS/Current/ManageCC/Supervisor options - Revision history

Lakshmi.Krishnamurthy.IX: Published

Mgionet: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

Mgionet: Published

Mgionet: Published

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"