Supervisors work in the same program as their agents. They handle conversations themselves and also have tools to steer and support their team.
Who is a supervisor
A supervisor is anyone whose profile allows Supervisor functions. For this, myContactCenter needs a supervisor license; if it is missing, the user logs in as an ordinary agent.
What changes for supervisors
| Where | What you can also do |
|---|---|
| Agents module | Switch your agents’ wrap-up and activities, log agents off, change their skills, send them messages — see Controlling agents. |
| Conversations module | Assign conversations to an agent, a queue or a language, move them within the queue and terminate them — see Controlling conversations. |
| Ongoing calls and chats | Listen in, whisper, join in, control recording and transcription — see Listening in. |
| Emails | Review replies before they are sent — see Reviewing emails. |
| Ribbon | Answer your agents’ requests and send team messages — see Requests and messages. |
| Report and Dashboard modules | View and design evaluations — see Report and dashboard. |
| Tickets module | Set processed voicemails back to unprocessed — see Tickets. |
In the Agents and Conversations modules and the two transfer modules, supervisors also see additional columns, for example counters of presented and missed conversations, waiting times and handling times.
Messages for supervisors only
- Threatening call: If an agent marks a call as a threatening call, Threatening call for agent … is being recorded appears with their name.
- Automatic reports: If an automatic report cannot be created or sent, the logged-in supervisors receive a message.
- Speech service: If an error in the speech service disrupts the live transcription or translation of a call, the logged-in supervisors of the skill receive a message — depending on the server setting.
Controlling agents
How supervisors use the Agents module to switch their agents' wrap-up and activities, log agents off, change their skills and switch on the review of their emails.
Controlling conversations
How supervisors use the Conversations module to assign a conversation to an agent, another queue or another language, move it within the queue, change the recipients of an email and terminate conversations.
Listening in and monitoring
How supervisors listen in on their agents' calls and chats, whisper or join in, and how they control the recording and transcription of a call.
Reviewing emails
How supervisors specify that they read an agent's replies before they are sent, and how they release a reply or return it for revision.
Requests and messages
How supervisors answer their agents' requests for wrap-up, activities and logoff, and how they send a message to their team or to a single agent.
Report and dashboard
Which modules supervisors have for evaluations in the Agent and which permissions they need for them.