Coaching Agents in Supervisor View

Supervisor Actions

As a supervisor, you can perform many actions such as monitor agents and their voice and Digital Experience digital contacts and guide them while they are handling interactions.

Keep in mind,

• You must have right permission to perform supervisor actions.
  
  
• Multiple supervisors can monitor, coach, and join one contact at a time. However, only one supervisor can take over an agent's contact. A tooltip displays whether the agent or contact is already being handled by another supervisor.
  
  
• All monitoring actions are logged in Activity Audit report and ACD monitoring report.

Configure Audio Connection

Before you start monitoring voice contacts, you must configure and connect your audio connection. If you forget to do so, Supervisor asks you to connect.

1. Click the app selector and select Supervisor .
2. Go to the Live Monitoring page and click to expand the right panel.
3. Click Monitor to open the monitoring panel and click the Audio Connect .
4. Choose from Set phone number or Softphone and enter the correct information.
5. Select Remember preference if you want to connect the same way every time.
6. Click Connect.

You can change the audio connection while monitoring a contact.

Monitor Voice

You can monitor a voice call without the agent or the guest being aware of your presence.

To start voice monitoring:

1. Click the app selector and select Supervisor .
   
   
2. In the Live Monitoring page, you can start voice monitoring from any of the following tabs:
   
   • Go to the Agents tab, click Options and select Monitor Voice .
   • In the Contacts tab, click Options and select Monitor Voice .
   • In the Agents tab, click any agent name. In the right panel that appears, go to the Assigned Contacts tab. Hover over any assigned contact and click Monitor Voice .
   • In the Monitoring tab, click Voice . The different action buttons are available in the Monitoring tab only when monitoring is in progress.
     
     

You can monitor only one voice contact at a time. Switching to another voice contact will end the current voice monitoring. You can listen to the agent when the call is on hold with the guest. If any agent consults the agent you are monitoring, you can listen to their conversation and join them.

Monitor Chat

You can monitor an agent's Digital Experience digital contact without the agent or the guest being aware of your presence. You can monitor multiple Digital Experience digital contacts at a time.

To start Digital Experience digital contact monitoring:

1. Click the app selector and select Supervisor .
   
   
2. In the Live Monitoring page, you can start the digital contact monitoring from any of the following tabs:
   
   • Go to the Agents tab, click Options and select Monitor Chat .
   • In the Contacts tab, for any Digital Experience digital contact, click Options and select Monitor Chat .
   • In the Agents tab, click any agent name. In the right panel that appears, go to the Assigned Contacts tab. Hover over any assigned Digital Experience digital contact and click Monitor .
   • In the Monitoring tab, click Monitor . The different action buttons are available in the Monitoring tab only when monitoring is in progress.

Coach

You can coach an agent while the agent is handling an active voice or Digital Experience digital contact. Only the agent can hear or see your instructions. The guest will not hear you talking or chatting with your agent.

To start coaching:

1. Click the app selector and select Supervisor .
2. In the Live Monitoring page, you can start coaching agent from any of the following tabs:
   
   • Go to the Agents tab, click Options and select Coach .
   • In the Contacts tab, click Options and select Coach .
   • In the Agents tab, click any agent name. In the right panel that appears, go to the Assigned Contacts tab. Hover over any assigned contact and click Coach .
   • In the Monitoring tab, click Coach . The different action buttons are available in the Monitoring tab only when monitoring is in progress.

Join

You can join an ongoing voice or Digital Experience digital contact and interact with the agent and the guest. This might be necessary if you need to help an agent in distress or immediately correct an agent's misstatement.

1. Click the app selector and select Supervisor .
   
   
2. In the Live Monitoring page, you can join the ongoing contact from any of the following tabs:
   
   • Go to the Agents tab, click Options and select Join .
   • In the Contacts tab, click Options and select Join .
   • In the Agents tab, click any agent name. In the right panel that appears, go to the Assigned Contacts tab. Hover over any assigned contact and click Join .
   • In the Monitoring tab, click Join . The different action buttons are available in the Monitoring tab only when monitoring is in progress.

Take Over Call

You can take over an agent's active voice or Digital Experience digital contact. For voice contacts, make sure you launch the Agent portal to have access to voice controls such as transfer, hold, and conference.

When you take over a contact that's on hold, you will connect with the guest and the contact will no longer be on hold.

1. Click the app selector and select Supervisor .
2. In the Live Monitoring page, you can take over any ongoing contact from any of the following tabs:
   
   • Go to the Agents tab, click Options and select Take over .
   • In the Contacts tab, click Options and select Take over .
   • In the Monitoring tab, click Take over . The different action buttons are available in the Monitoring tab only when monitoring is in progress.