Major Areas and Controls

The figure below shows the Supervisor Work Area within the main window. Important areas in the figure are numbered 1 through 19. Each of the numbered areas in this figure is described in detail below.

 

General Controls

Split Pane

1. Action bar

11. Split Panel Adjuster

2. Contacts icon, Supervisor icon, and Workbins icon

Details Pane

Supervisor Work Area

12. Tabs

3. Supervisor Work Area

13. Actions button

4. Drop-down list

14. Entry Control Area

5. Button bar

15. Details Area

List Pane

16. Close button

6. Tabs

17. Pane control buttons

7. Actions button

Quick Dashboard

8. Filter Indicator

18. Quick Dashboard

9. Slice Control Area

Status Bar

10. List Area

19. Status Bar

General Controls

1. Action Bar

The action bar includes the following drop-down menus:

The Supervisor drop-down menu contains the following selections:

2. Contacts Icon, Supervisor Icon, and Workbins Icon

The Contacts icon, Supervisor icon, and Workbins icon provide quick access to commonly used features. For example, to directly access the interaction management features within the Supervisor Work Area, click the Supervisor icon and select Advanced Interaction Management.

If your workbin contains only one item, then the arrow does not appear inside the Workbins button. Clicking the Workbins button does not open a submenu, instead, it opens the single workbin item. A ToolTip appears to indicate the content of the workbin item.

If your workbin contains more than one item, then an arrow appears inside the Workbins button. Clicking the Workbins button will open a submenu containing one or more of the following submenus:

Supervisor Work Area

3. Supervisor Work Area

The Supervisor Work Area includes the drop-down list, button bar, list pane, and details pane.

4. Drop-Down List

The drop-down list enables you to select an appropriate category of contact center objects—for example, Agents, Agent Groups, and so on.

For further information about navigating among the different object lists that your administrator has configured, see Displaying Object Lists and Objects Overview.

5. Button Bar

The button bar includes the following buttons:

List Pane

6. Tabs

Your administrator configures the tabs that are available to you. Each tab provides a different collection of properties and/or statistics.

For example, your administrator might configure your system so that the following tabs are available when the list pane displays Agents who handle inbound phone calls:

For further information about customizing the views, see Administration Tasks Overview.

7. Actions Button

The Actions button displays a drop-down menu of the actions that you can apply to selected object(s) and the list of objects. For a detailed description of each action, see Applying Actions. The figure below shows an example of an Actions menu.

8. Filter Indicator

You can filter most lists, based on the properties of the objects included in the list.

If a filter has been applied to an interaction list, the Filter Indicator includes the name of the filter. If a filter has been applied to other types of lists, the Filter Indicator is set to Filter = Yes. If a filter has not been applied to the list, the Filter Indicator is set to Filter = None.

For further information, see Sorting and Filtering Object Lists and Filtering Interaction Lists Overview.

9. Slice Control Area

When a list contains a large number of objects, it is divided into slices. The Slice Control Area enables you to navigate among the slices. It includes the following buttons and fields:

For further information about slices, see Working with Large Lists.

10. List Area

The List Area displays a tabular view of the objects in the current list.

The tabular view displays an array of properties for each object. Each column in the List Area can be resized, and the List Area is horizontally scrollable. For more information see Selecting Objects.

Clicking column headers changes the sort order of object lists. For more information see Sorting and Filtering Object Lists.

For further information about these views, see Changing the List Pane View.

Split Pane

11. Split Pane Adjuster

The Split Pane Adjuster enables you to adjust the relative heights of the list pane and the details pane.

Details Pane

The details pane area includes the following elements: tabs, Details area, Actions button, Entry Control area, Close button, and pane control buttons.

12. Tabs

Tabs enable you to view different properties of the object that is displayed on the details pane.

For example, if the details pane displays an Agent, you see the following tabs:

13. Actions Button

The Actions button () displays a list of actions that you can apply to the object that is currently displayed on the details pane. For further information, see Applying Actions.

14. Entry Control Area

The Entry Control Area enables you to navigate to other entries in the current list. It includes the following buttons:

15. Details Area

The Details Area displays alarms, statistics, and properties for the object that is selected on the list pane.

16. Close Button

The Close button enables you to close the Supervisor Work Area.

17. Pane Control Buttons

The Supervisor Work Area includes the following pane control buttons:

Quick Dashboard

18. Quick Dashboard

Entries

The Quick Dashboard shows the status and alarm level of object lists and individual objects. Each entry represents a specific object list or an individual object.

For example, one Quick Dashboard entry might represent a list of Agents in an Agent Group and another might represent an ACD Queue.

Each entry includes an icon that identifies the type of object list or object. When an entry represents an Agent, Agent Group, Place, or Place Group, a second icon reflects the underlying work state of the object.

Each entry also includes a colored bar that reflects the aggregate alarm level of the underlying object list or object. For further information about alarm levels, see Viewing Alarms Overview.

Administrators can create Quick Dashboard configurations that can be used by multiple supervisors. If your administrator has instructed you to load a predefined Quick Dashboard configuration, see Managing a Quick Dashboard. If you are an administrator, see Quick Dashboards Overview for further information.

Icons

The Quick Dashboard also includes three icons for managing your views (Supervisor Work Area, Home, and QuickDashboard Settings), one icon for monitoring of sessions, and one icon for alarms. For further information, see Quick Dashboard Icons.

For a complete description of the Quick Dashboard and its use, see Quick Dashboard Tasks.

Status Bar

19. Status Bar

The Status Bar displays informational messages and warning messages. The Status Bar displays messages to confirm whether actions were successful. For example, if you successfully load a Quick Dashboard, the Status Bar will display a message indicating success.

The Status Bar has three list modes:

You can: