Engage Digital | Intro to Supervisor

Last updated on April 20, 2021
The supervision console allows supervisors and administrators to monitor agent activity in real time. Supervisors can do the following:
  • Access metrics including agent’s average presence time, average interaction duration, number of interactions waiting, and more
  • Monitor an agent’s console directly on a real-time basis
  • Directly assign or reassign cases to agents
  • Recategorize messages as needed

Components of the supervision console

The supervision console has the Agents view and Channel groups view. The Agents view allows you to monitor your agents’ activity in real time. The Channel groups view allows you to monitor the amount of interactions and their distribution on the different channel groups. 
View of the supervision tab in Agents

Agents view

The Agents view in the supervision console lists every agent that is logged into the system. Using the Agents view, you’ll have some filters at the top so you can choose the channels, teams, specific agents, or categories you’d like to view. Additionally, you can see an agent’s connected status indicated as a blue dot to the left of their initials. 
You can also see an agent’s presence status for asynchronous and real-time channel groups. Presence status is the agent's status while logged in to the system and is shown as Available, Available (busy), Away, or Disconnected. It allows supervisors to monitor the agents and quickly route interactions to available agents to maximize productivity. Presence also allows agents to stop interactions from routing to them when they are away from their desk. 
There are separate presence indicators for asynchronous and real-time channel groups because the max capacity and status duration set for these channel groups are different. Agents can handle less real-time channels than asynchronous channels due to the expectations for a more immediate response to customers. 
As a supervisor, you can make an agent available if they are in an away status on either the asynchronous or real-time channel groups. This is especially helpful for those instances where an agent forgets to change their availability. You can also see the Status Duration, which indicates how long an agent has been in a particular status. 

The Agents view allows you to monitor the activity of each agent working in the Routing mode. To reach this page, navigate to Supervision > Agents via the left nav bar. You can see a table showing the list of agents who you can monitor. 
When you access the Agents view via Supervision in the left-hand navigation bar, you’ll find a table to help you monitor an agent. In the table, each row corresponds to an agent that has connected to the platform at some point during the day, whether they are still connected or not. You can identify which agents are currently connected to the platform via a blue dot indicator, located to the left of each agent name. 
An agent can be connected to the platform without being connected to Routing mode. Agents who are connected to the platform (as indicated by a blue dot to the left of their initials) but not available in Routing mode have a grey dot for each channel group and all their counts are greyed out.  
Status of agents on supervision mode

Channel groups view

Unlike the Agents view, where you can view the activity of individual agents, Channel groups view allows supervisors to get a global view of all the activity by channel group. Channel groups view gives you insight into your default channel groups, asynchronous and real-time, as well as any other channel groups your admin may have created. The data available is indicated for the current day and is reset at the end of each day. 
Channel groups allow administrators to manage asynchronous and real-time channels and to configure the channels to work either in real-time group or asynchronous group. With a real-time channel group, there is an expectation that the agent will respond right away so you are likely to add channels such as your chat channels and instant messaging channels. 
The asynchronous channel group, on the other hand, contains channels that allow a little bit more time between a customer message and an agent response, such as email channels. 

The Channel groups view allows supervisors to get insights of all the activity by channel group. To reach this page, navigate to Supervision > Channel groups via the left nav bar. You can see a chart showing the list of available channel groups which you can monitor. To learn more, read Monitoring channel groups activity.
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