Supervisor gives you real-time access to all active conversations. In order to assist your agents in the treatment of a conversation, it is also possible for you to contact them directly.
1/ The supervisor's view
To access the supervisor’s view, you must go to the supervision's page first.
From your administration, go to "Reporting" and then choose the report "Supervision" (in the bottom of the menu).
Once on the supervision page, you can access to the supervisor by clicking this icon located in the list of different agents connected on the discussion panel :
Then, you are in the supervisor's view, which is in three parts :
1.1/ Online agents :
1.2/The supervised agent' active conversations
Each "box" represents a discussion. "Boxes" contain various informations about the discussion.
1.3/ The conversation you are supervising
You can look at the entire conversation in progress and send messages to agents when they need to be supported.
2/ Communicate with agents via supervisor
Messages sent to agents via the supervision panel will only be visible to the agent and the manager in question. Visitors supported won't see the messages appear on their chat conversation.
In order to clearly differentiate the different types of messages in conversations, the messages sent by managers are preceded by the words (on the supervisor and the discussion panel).
Here's a conversation during which a supervisor sent a message to an agent :
Please note: only the messages sent to agents from the supervision are private. Thus, agents cannot respond to these messages without visitors noticing it.
For further information go to : Defining productivity objectives and signals