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.
1. Action bar |
|
12. Tabs | |
13. Actions button | |
5. Button bar |
15. Details Area |
16. Close button | |
6. Tabs |
|
18. Quick Dashboard | |
10. List Area |
19. Status Bar |
The action bar includes the following drop-down menus:
File
Actions
Preferences
Supervisor
Help.
The Supervisor drop-down menu contains the following selections:
Supervisor
Work Area
Quick
Dashboard
Alarm Indication Icons
Settings
View Profile Templates
Objects Sets
View Templates
Statistics
Media Lists
Threshold
Templates
E-Mail
Notification Lists
Action
Templates
Reload Example Customer Views
Refresh Permissions
Server Settings
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.
Contacts Icon: Displays a searchable list of contact names and contact information, as well as the history of interactions with each contact.
Supervisor Icon:
Draft E-Mail Management: Enables you to view and manage all draft e-mails for your agents. This option is available only if your system is configured for draft e-mail, and if you are also configured as a supervisor.
Advanced Interaction Management: Opens the Supervisor Work Area.
Workbins Icon:The Workbins icon flashes yellow and the text appears in bold, and a message appears in the Status Bar, when a new interaction is directed to you. To stop the Workbins icon from flashing without opening the workbins submenu or the workbin item, hold down the Ctrl key while clicking the Workbins icon. The text will remain bold until the new workbin item is opened.
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:
Collaboration E-Mail
Custom Workbins
Draft E-Mail
The Supervisor Work Area includes the drop-down list, button bar, list pane, and details pane.
The drop-down list enables you to select an appropriate category of
contact center objects
For further information about navigating among the different object lists that your administrator has configured, see Displaying Object Lists and Objects Overview.
The button bar includes the following buttons:
Up One Level
Refresh
Lock Mode
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:
Alarms
Agents
Telephony Daily
Telephony Status and
Time Usage
For further information about customizing the views, see Administration Tasks Overview.
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.
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.
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:
First Slice button
Previous Slice button
Position indicator
Next Slice button
Last Slice button
Go To button
Change Slice Size button
For further information about slices, see Working with Large Lists.
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.
The Split Pane Adjuster enables you to adjust the relative heights of the list pane and the details pane.
The details pane area includes the following elements: tabs, Details area, Actions button, Entry Control area, Close button, and pane control buttons.
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:
Alarms
Summary
Properties
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.
The Entry Control Area enables you to navigate to other entries in the current list. It includes the following buttons:
First Entry button
Previous Entry button
Next Entry button
Last Entry button
The Details Area displays alarms, statistics, and properties for the object that is selected on the list pane.
The Close button enables you to close the Supervisor Work Area.
The Supervisor Work Area includes the following pane control buttons:
List button—Displays only the list pane.
List and Details button—Displays the list pane and the details pane.
Details button—Displays only the details pane.
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.
Click a Quick Dashboard entry to view the corresponding object list or object in the Supervisor Work Area.
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.
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.
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:
Information messages (gray background)
Warning messages (yellow background with a warning icon)
No messages (blank)
You can:
Toggle the message display between the list modes by clicking the Status Bar button on the far-left of the Status Bar.
Scroll through all the messages in that list (if there is more than one message) by using a button on the far right.
Expand a message to see the entire contents by double clicking the status bar. Collapse the message by double clicking the status bar again.