After logging in to the system, Supervisor Page is visible on the menu. Out of this particular page, many details with regards to not only agents, but also calls, chats, video and campaign are displayed as it will be elaborated in the guide.
Once clicked, you will be directed to the dashboard. On the dasboard, not only what is selected to be visible in a default way will be displayed, but also what is choosen will be also displayed after clicking New Dashboard icon located at the top left of the screen where new layout form can be selected and desired components can be added in this regard and then finalizing it.
Out of Status section, status of the agents are displayed concisely. On the other hand, to be able to see the status of agents with more details such as names of the agents, how long they keep their status, queue, team they belong to (if applicable) and average talk and chat time, please refer to "Status Table". Besides, what will be visible can be set by clicking “I I I” icon at the top right of the status table and after saving it, any changes made will be reflected to the table instantly. In addition, it is possible to get more tailored results by benefiting from one or multiple filters situated at the top of the table such as agents, teams, queues and statuses.
Besides, by clicking forward icon next to the aforementioned "I I I" icon, mass message can be sent. By availing the filters located at the top of where the content of the message will be typed, receivers can be selected in a more refined way.
By clicking the hamburger menu icon located next to every agent in the table, various actions can be made.
First of all, as the name implies, the respective agent can be listened by clicking "Listen Agent". However, it should be noted that to be able to do so, listening feature in the user settings needs to be actived. If it is not the case, you will be encountering with the following alert as it can be seen in the image below.
Message can be sent to the desired agent by pressing the respective button. After typing the message, click "Send Message" button.
Status of the agent can be changed after pressing "Change Status" button and then choosing the appropriate status. Message can be sent at the same time once "+ Messsage" icon is pressed and the content of it is filled.
As the name denotes, performance of an agent can be observed once "Agent Performance" is clicked.
Settings with regards to an agent can be set after clicking "Agent Settings" that are visible once the hamburger menu icon located next to every agent is clicked as it is higlighted above. Queues to which the agent is added, teams he/she belongs to and last but not least, chat settings are the ones that can be rearranged in this regard. Out of Queue Settings, the respective agent can be added to created queues as well as removed from the ones he/she is already added. Priority of queues can be set as well.
If the agent is on the call, the details of it can be seen after clicking "Active Calls" button. However, if there is an active call at that moment, the respective button will be disabled, thereby not being clicked.
As the name implies, details with regards to queues are displayed are visible in "Queue Statistics" and it can be filtered out and then, only choosed queues will be displayed.
Instant information regardless of the fact that it is related to status of one of the agents or pending calls and chats will be reflected to the respective field. For instance, once a call received, it will be visible on the field named "Pending Calls". The same can be said for chats. Any chat pending is displayed on "Pending Chat" as the title implies.
In the same vein, such instant information is displayed to a great extent on "Wallboard" with more options in this regard. Current inbound, outbound calls, daily answered calls and short calls are some of them that can be observed in the respective field. Besides, it can be tailored by selecting the desired ones after clicking hamburger menu icon and then, making the changes within this context.
