Supervisor - Genesys Documentation

Supervisor

A supervisor manages agents. For example, they can create agents, assign them skills, and then monitor, coach, and, when necessary, barges in on conversations and interactions to provide further assistance or to evaluate an agent’s performance. As a supervisor, you can also be tasked with other important aspects of contact center operations, such as workforce management, monitoring real-time reporting, and generating reports for managers.

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This is a draft page; the published version of this page can be found at PEC-Super.

Click on any of the following to see the documentation for that version:

Internal

Communicate with customers and team members

Supervise agents

Supervising agents in Agent Workspace

Configure and view reports

Manage your workforce

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