From Genesys Documentation
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{{MintyDocsProduct | {{MintyDocsProduct | ||
|displayname=Supervisor | |displayname=Supervisor | ||
| − | |contentarea=Multicloud | + | |contentarea=Genesys Multicloud CX |
|landingpage=No | |landingpage=No | ||
|definition=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. | |definition=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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|Type=XYZ Documentation | |Type=XYZ Documentation | ||
|Title=Communicate with customers and team members | |Title=Communicate with customers and team members | ||
| − | |Links=*{{Link-Standalone|topic=PEC-AD|display text=Use your | + | |Links=*{{Link-Standalone|topic=PEC-AD|display text=Use your Agent Workspace}} |
*{{Link-Standalone|topic=PEC-GPA|display text=Work in Gplus Adapter for Salesforce}} | *{{Link-Standalone|topic=PEC-GPA|display text=Work in Gplus Adapter for Salesforce}} | ||
*{{Link-Standalone|topic=PEC-GS/Users|display text=Use Genesys Softphone}} | *{{Link-Standalone|topic=PEC-GS/Users|display text=Use Genesys Softphone}} | ||
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|Type=XYZ Documentation | |Type=XYZ Documentation | ||
|Title=Supervise agents | |Title=Supervise agents | ||
| − | |Links={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|display text=Supervising agents in Agent | + | |Links={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|display text=Supervising agents in Agent Workspace}} |
|Columns=No | |Columns=No | ||
}}{{MintyDocsProductLandingSections | }}{{MintyDocsProductLandingSections | ||
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|Title=Manage your workforce | |Title=Manage your workforce | ||
|Links=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor}} | |Links=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor}} | ||
| + | *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=SupervisorHelp}} | ||
|Columns=No | |Columns=No | ||
}} | }} | ||
}} | }} | ||
Latest revision as of 14:31, July 29, 2022
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:
Communicate with customers and team members
Supervise agents
Configure and view reports
Manage your workforce