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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Communicate with customers and team members

Supervise agents

Supervising agents in Agent Workspace

Configure and view reports

Manage your workforce

Workforce Management Web for Supervisors (Classic) Help

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