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Engage Digital | Intro to Supervisor

The supervision console allows supervisors and administrators to monitor agent activity in real time. Supervisors can access metrics including agent’s average presence time, average interaction duration, number of interactions waiting, and more. 

Additionally, supervisors can access an agent’s current efforts on a message and monitor an agent’s console directly on a real-time basis. Supervisors can directly assign or reassign cases to agents, or recategorize messages as needed.

Accessing the supervision console

As a supervisor, in addition to Inbox and Routing mode, you can also access the Supervision menu option by navigating to Agent from the main menu bar, and selecting Supervision from the left-hand navigation bar. 

When you click on Supervision in the left nav bar, the sliding tray will reveal the Agents view and Channels view. The Agents view allows you to monitor your agents’ activity in real time. The Channel modes view allows you to monitor the amount of interactions and their distribution on the different channel modes. Now let’s discuss both these views in more detail.
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 modes. 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 modes because the max capacity and status duration set for these channel modes 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 modes. 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. To learn more, read Monitoring agent activity.

Channel modes view

Unlike the Agents view, where you can view the activity of individual agents, Channel modes view allows supervisors to get a global view of all the activity by channel mode. Channel modes view gives you insight into your default channel modes, asynchronous and real-time, as well as any other channel modes your admin may have created. The data available is indicated for the current day and is reset at the end of each day. 
 
Channel modes allow administrators to manage asynchronous and real-time channels and to configure the channels to work either in real-time mode or asynchronous mode. With a real-time channel mode, 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 mode, 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 modes view allows supervisors to get insights of all the activity by channel mode. To reach this page, navigate to Supervision > Channel modes via the left nav bar. You can see a chart showing the list of available channel modes which you can monitor. To learn more, read Monitoring channel mode activity.
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