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Get started with Supervisor Desktop
Feedback?You can monitor voice interactions, view real-time dashboards, and ensure agents’ interactions with customers meet quality standards. Before you begin using the powerful tools available to you, it helps to get acquainted with where things are and how you can use them.
Your administrator configures your supervisor profile, including your permissions and Desktop settings. When you sign in, the home page displays custom or persistent widgets that are based on the layout configuration. To learn more about how to sign in, see Sign in to Supervisor Desktop.
Supervisor Desktop automatically adjusts to different screen sizes. However, the display size must be greater than 500 x 500 pixels (width x height). Set your web browser zoom to 100 percent for the best experience. To learn more about supported browser versions, see System requirements for Webex Contact Center.
Currently, Supervisor functionality is supported only on the full desktop size form factor. You can use Supervisor features in a web browser window.
Horizontal header
In the horizontal header, you can do the following:
Navigation bar
The navigation bar is where you can access functions available to you as a supervisor, including Supervisor Home Page (
), Team Performance Details (
), Feedback (
), and Help (
). If your profile is configured for statistics reporting, you’ll find the Agent Performance Statistics icon (
), where you find the historical and real-time statistics as an agent.
Reload (
) icon displays only when you access Desktop in an I-frame.
Task list (
)
The task list pane is where you can monitor agents engaged in calls with customers. This is also where you can see any interactions routed to you in the supervisor-and-agent role. If you collapse the task list pane, a pop-up dialog box displays when a call, chat, email, or social messaging conversation request routes to you.
Agent interaction history
The agent interaction history pane is available when signed in the supervisor-and-agent role. It displays at the bottom-left corner and is where you can view your previous communications with a customer across all channels (voice, email, chat, and social) for the last 24 hours.
Monitoring control pane
When on a call, the monitoring control pane expands and includes the customer information, connected timer, control buttons, and more.
Interaction control pane
The interaction control pane is available when signed in the supervisor-and-agent role. When on an active call, this is where you can see customer information, connected timer, control buttons, and more.
Workspace
The workspace pane is available when signed in the supervisor-and-agent role and displays only when you accept an email, chat, or social messaging conversation request.
Auxiliary information pane
Where the auxiliary information pane appears depends on the type of active request. When you accept an email, chat, or social messaging conversation request, the auxiliary information pane displays in the right side of Desktop, and the workspace pane is displays at the center. When you’re on an active call, the auxiliary information pane displays at the center.
You can use filters on your home page to help search for relevant information.
| 1 |
Click the drop-down arrow next to Queue Name, Channel Type, or Managed Teams.
|
| 2 |
Choose the filter criteria for your home page, or click Select All to choose all the options. |
You can drag and drop a card or widget to the required position.
Before you begin
This feature must be enabled by your administrator.
| 1 |
Place the pointer on the card or widget. |
| 2 |
When the pointer changes to a hand icon, click and drag the card or widget to where you want it. The drag-and-drop action card or widget is specific to the signed-in user, the browser used, and the device used. |
Your user profile is where you can view the teams that you manage, the role you’re signed in as, keyboard shortcuts, and more. It’s also where you can manage your notifications. Use these articles to get acquainted with everything you can manage in the profile settings.
You can access live updates about an agent and a consolidated view of their performance on the Team Performance Details page. From here, you can view and manage agents, use Webex App for one-on-one communication, and monitor agent calls. Use these articles to learn more about the various ways you can supervise your agents and teams.
You can collaborate with your agents, other supervisors, and subject matter experts in Webex App without having to leave Desktop. You can also send broadcast messages in a Webex App space. Use these articles to learn more about how to use Webex App in Desktop to communicate more efficiently and effectively.
View real-time and historical reports on all the activities involving total handled time, wrap-up time, and number of contacts in queue. You can also view KPI cards showing data automatically adapting to real-time calls. Use these articles to learn more about the reports available to you.
