Engage Voice | Configuring agent supervisor settings
If you’ve created an agent account that you’d like a supervisor to monitor, you can assign that agent to the supervisor of your choice in one of two ways. You will be able to assign this agent to a supervisor by navigating to the Supervisor Settings configuration page at either the agent level or the supervisor level.
By assigning an agent to a supervisor using either method, you will allow the supervisor to view the stats of that particular agent and (if configured correctly) monitor any calls or chats taken or made by the agent.
There are slightly different methods for assigning an agent to a supervisor depending on if you’re assigning that agent via the agent’s configuration settings or via the supervisor’s. For that reason, we’ll review each method separately below.
Assigning supervisors to agents
If you’ve assigned the Supervisor type to an agent (via the Agent Type dropdown in the General configuration page), you will have the ability to assign them an agent to supervise via the Supervises section in the Supervisor Settings configuration page.
As we discussed above, you can assign a supervisor to an agent either via the supervisor’s configuration settings or the agent’s configuration settings. In the steps below, we’ll review how you can assign a supervisor to an agent via the supervisor’s configuration settings.
1. Navigate to Users > Agents via the left-hand navigation bar
2. Select the supervisor you’d like to assign to an agent
3. Click on the Supervisor Settings tab in the agent configuration panel
4. Scroll down to the Supervises section and select the Show All Agents button to the right of the search bar to reveal a list of all available agents you can assign your supervisor to
5. Use the search bar to filter your search or scroll through the list of agents to locate the agent you’d like to assign your supervisor to
6. Check the box at far left of any agent you want to assign your supervisor to
7. Save your changes via the Save button at bottom right
Assigning agents to supervisors
If you have an agent that you’d like to assign to a supervisor, you can do so via the Supervised by section in the Supervising Settings configuration page. Please note that you can also assign a supervisor to another supervisor if you’d like.
As we discussed earlier, you can assign an agent to a supervisor either via the supervisor’s configuration settings or via the agent’s configuration settings. In the steps below, we’ll review how you can assign an agent to a supervisor via the agent’s configuration settings.
1. Navigate to Users > Agents via the left nav bar
2. Select the agent you’d like to assign a supervisor to
3. Click on the Supervisor Settings tab in the agent configuration panel
4. Scroll down to the Supervised by section and select the Show All Agents button to the right of the search bar to reveal a list of all available supervisors you can assign your agents to
5. Use the search bar to filter your search or scroll through the list of supervisors to locate the supervisor you’d like to assign your supervisor to
6. Check the box at far left of any agent you want to assign your supervisor to
7. Save your changes via the Save button at bottom right
Managing Supervises and Supervised by agent assignments
Once you’ve assigned an agent to a supervisor in the Supervisor Settings, you’ll find that agent (or supervisor) appear in a table under either the Supervised by or Supervises sections (depending on if you’re assigning an agent to a supervisor via the agent’s configuration settings or the supervisor’s).
Each table is arranged in columns that contain information on each agent. You’ll see the first and last name of the agent, the username the agent uses to log in to the agent interface, and the agent type assigned to them via the Agent Type dropdown in the agent General configuration page.
You can use the search bar at the top of each section to filter through the list of agents or supervisors. Select the Show All Agents button beside each search bar to view all agents created in your account. Alternatively, you can select the Show Assigned Agents button to view only the agents assigned to supervise or be supervised under that section.
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