The Supervisor Desktop enables contact center supervisors and system administrators to perform the following tasks:
Monitor statistics for the following contact center resources:
Tenants.
Agents.
Agent Groups.
Places.
Place Groups.
ACD Queues, Virtual Queues, and Routing Queues.
Queue Groups.
Routing Points and Virtual Routing Points.
Routing Point Groups.
Interaction Queues.
View a comprehensive summary of the statistics that are available for a given contact center object. For further information, see Defining Statistics.
Print group-level and object-level statistical views. For further information, see Printing Object Lists and Objects.
Use standard and customer-defined statistical views. For further information, see Administration Tasks Overview.
Include third-party (customer) data in the Supervisor Work Area views. For further information, see the Genesys Desktop 7.6.1 Developer's Guide.
Define low and high thresholds for all quantitative statistics. For further information, see Defining Threshold Templates.
Assign thresholds to multiple contact center objects in one action. For further information, see Assigning Thresholds to Objects.
Change the color of table cells, text, and icons in response to threshold violations. For further information, see Defining Action Templates.
Monitor group-level and object-level threshold violations (alarms). For further information, see Viewing Alarms Overview.
View group-level and object-level aggregate (consolidated) alarm levels. For further information, see Viewing Alarms Overview.
Send e-mail notifications in response to alarms. For further information, see Alarm Notification Via E-Mail Overview.
Use the Quick Dashboard feature to view the status of critical contact center objects while performing other tasks (for example: handling interactions or managing Interaction Queues). For further information, see Quick Dashboard Tasks.
Manage Agents:
Add new Agents.
Modify Agent properties: First Name, Last Name, Employee ID, User Name, Password, Skills, Login IDs, security settings, Annex, and monitoring settings.
Assign Agents to Agent Groups.
Remove Agents from Agent Groups.
Delete Agents.
Manage Supervisor Permissions.
Silently monitor Agent chat sessions.
Silently monitor a SIP VoIP Agent.
Whisper coach a SIP VoIP Agent.
barge-in on a SIP VoIP Agent during a SIP VoIP interaction.
Silently monitor a SIP instant messaging Agent.
Whisper coach a SIP instant messaging Agent.
Barge-in on a SIP instant messaging Agent during a SIP instant messaging interaction.
Simultaneously monitor Agent chat sessions and SIP Agent instant messaging interactions.
Simultaneously monitor Agent chat sessions and SIP Agent VoIP interactions.
Simultaneously monitor SIP Agent VoIP interactions and SIP Agent instant messaging interactions.
Simultaneously monitor Agent chat sessions, SIP Agent VoIP interactions, and SIP Agent instant messaging interactions.
View detailed media status information.
Add a Skill/Level to multiple Agents in one action.
Remove a Skill/Level from multiple Agents in one action.
Enable or disable multiple Agents in one action.
Assign a Capacity Rule to multiple Agents in one action.
Assign a Threshold Template to multiple Agents in one action.
Log out Voice service for multiple Agents in one action.
For further information, see Agent Management Tasks Overview.
Manage interaction traffic:
Move interactions from:
Queue to Queue.
Workbin to Queue.
Workbin to Workbin.
Queue to Workbin.
Send automated responses to e-mail.
Require content analysis to be performed on e-mail.
Change the priority of interactions.
Terminate interactions.
Edit the attached data (properties) of interactions.
Create and run macros that perform multiple actions on selected interactions.
Print e-mail lists and the text of individual e-mails.
Find interactions, based on one or more fields (properties).
Sort and filter interaction lists, based on one or more fields.
For further information, see Interaction Management Tasks Overview.