Manage agents
Typically, an agent controls their status in queue(s), chat(s), and/or campaign(s) from their agent dashboard. However, you can manage agent statuses and take other actions, such as monitoring a call or chat, on a per agent basis directly from your supervisor dashboard. This feature may not be available with your plan.
Before you begin: You must be
set up as a user and be assigned the
supervisor role.
If you want to monitor a call or chat, the
call monitoring permission must be enabled in the user's settings. You can adjust the
call monitoring scope setting to determine if the user can only monitor calls for all users or specific users.
Note: You will only be able to manage agents, listen to active calls, or watch active conversations of agent's assigned to the queue(s) you are a supervisor over.
- From in the table view, select
next to the desired entry, and then choose what you would like to do:
- Monitor the call in whisper, listen, or barge mode (watch video)
- Watch the chat conversation (watch video)
Note: You can watch multiple chats at a time and will see a visual indicator when new messages are received. Use the search bar to filter the conversation by keywords as needed. Close the chat window when finished.
- Unassign/re-assign an agent to this call/chat
- End wrap-up time early (if enabled by admin)
- From in the table view, select next to the desired agent, and then choose what you would like to do:
- Log the agent in/out
- Pause/resume the agent's status in all logged in queues
- Assign or unassign all conversations to this agent (for inbox queues)
What to do next: If your contact center admin has
limited user's access to unassigned queues, make sure to log the user(s) out of any unassigned queues that you no longer want them in. If you want a user to be assigned to a queue, have your admin first assign them the agent role.