Supervisor Portal Configuration

Modified on Mon, 26 Aug 2019 at 09:45 AM

Logic - The call center supervisor portal allows you to see call center agent status', change agent status, monitor calls, view calls in queue and run reports for your call center queues. The supervisor portal allows a robust amount of configuration capability for any call center queue that you are assigned a supervisor of, below we will show some of the aspects of the call center supervisor portal.

When you first sign into the call center supervisor portal it will look like the below photo. Please note that if you are also an assigned agent in a call center, by default, when you sign into the supervisor portal you will also sign your self into the call center and go available for calls, this is a setting you can change through the supervisor portal.

Monitoring Call Center Agents

  1. Expand the Agent list
  2. Select the Edit option
  3. Select the agents, or groups of agents you wish to monitor. If no agents are listed you are currently not set to monitor any agents and will need agents to be assigned to you in the admin portal first.

Agent Statuses are displayed by the colored dot next to their name, the statuses are as follows

  • Green - Agent is signed into the call center and available to take calls
  • Yellow - Agent is signed into the call center and their phone is currently ringing with a call
  • Red - Agent is either not signed into the call center, or is unavailable to take a call, either due the one of the unavailable statuses or because they are already actively on a call

Monitoring Call Center Queues

  1. Select the Configuration wrench in the Queued Calls Section of the supervisor portal
  2. Select the View menu
  3. Select the various queues you would like to monitor
  4. Expand the queue dialog once selected to view currently queued calls

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