1 Contact Center Anywhere: Supervision Manager (SM) Overview
2 Supervision Manager Overview The majority of all Call Center expenses revolve around people. The ability to more effectively manage the people in the Call Center provides the greatest opportunity for improving service performance and reducing costs. To assist in this, ContactCenterAnywhere provides a fully-integrated tool called Supervision Manager. Supervision Manager concentrates on the following goals: Managing Agent Activity Monitoring Workflow Monitoring in Real-time Information Access
3 Supervision Manager Overview Managing Agent Activity ContactCenterAnywhere provides a means of allowing companies to manage their agents and operations from work or home.
4 Supervision Manager Overview Monitoring Workflow By having the ability to monitor a variety of interactions in queue and see the real-time status of interactions, supervisors can adjust operations to improve response time.
5 Supervision Manager Overview Monitoring in Real-time Supervisors can perform a variety of functions to assist the agent. They can send messages to one or all agents, listen in or join agent calls, and even take control of the agent s screen if necessary.
6 Supervision Manager Overview Information Access Supervisors can record and listen to agent conversations. The recordings can be used to improve agent communication skills. Supervisors can also access Caller Interaction History information to provide for quick issue resolution.
8 Logging In Enter the URL ( in the IE browser Enter your Company alias, User name, and Password in the login screen Click the Login button. If all is correct the system will show the Partition Selection Dialog Click OK button
9 Configuring the Supervision Manager Phone Info Phone Information The Supervisor needs to enter their Phone information needed by the application to allow for remote monitoring purposes. Click here to open Configuration dialog
10 Configuring the Supervision Manager Phone Info The options available are: SIP: Selection of this option will forward SIP VOIP Calls. Enter user IP address in the input field box. Outside Phone (Remote Extension): Selection of this option will have calls forwarded to an external number. Enter the Country Code and the phone number, including area code When selection is completed, select OK.
11 Configuring the Supervision Regional Options Manager Region There is no need to modify any of this information
12 Working with views & Performing Actions <Insert Picture Here>
13 Supervision Manager Real Estate Review Navigating the Supervision Manager Supervision Manager is organized by 3 main tabs : Supervision, Reporting and Quality Control. Supervisors have four panels to monitor agents, workgroups information. Users navigate information by clicking on the panels in the left navigated window The Side bars provide ability to get more working space Panels, View and Alarms can be expanded or folded by click on the arrow button To expanded/folded Side bar
14 Supervision Manager Real Estate Review Working with Views and Panels A View is where you select the call center statistics that you are interested in. When you select statistics, they will be added to a View window. A Panel is like a screen where your View windows are displayed. Supervision Manager has four Panels. By default they are named "Panel A", "Panel B", etc., although you can label the Panels to anything that you want. You can add a group of View windows to Panel A, another to Panel B, and so on, and then click between Panels.
15 Customizing a View Window Customizing a View Window allows you to: Display only the information necessary to effectively manage the people of processes monitored. Monitor and Interact with specific Agents Track activity in Specific Projects and Workgroups Steps to create: In the Sidebar, use the arrow buttons to expand the Panels window and the Views window Click on one of the Panels in the sidebar Scroll down in the sidebar window so that you can see all of the Views Click on a View to Open the Configuration dialog box for that View and choose information to view
16 Create a View Window (Cont.) Click on the second tab to select objects of View. If you selected the Agent View, it will list all of the Agents that you are allowed to monitor. If you clicked on the Project Statistics View, it shows all of the Projects that you have access to Click OK. A View window appears in the Panel This is a view window created by configuration dialog box. It will be created in the Panel you selected
17 Working with a View Window Working with a View Window. Delete a View window Sort the column. Resize the window by clicking and dragging Edit a View window Sort the View window (ascending or descending order) Multi-level sorting, hold the Ctrl key while clicking on the columns Move the entire View window anywhere Switching between View windows
18 Agent View Agent View provides the Supervisor with the ability to monitor and interact with the agents under his supervision. A Supervisor can configure the Agent View to show the appropriate information to most effectively manage his team. The Agent View window is where the Supervisor can: Listen to an Agent Coach an Agent Take over an Agent's Interaction Chat with an Agent Hang up or Log out an Agent View and Control an Agent's Screen Record an Agent's Interaction Send a message to one or more Agents
19 Viewing Agent Information (Cont.) Beside interacting with agent, A Supervisor can: observe an agent s activities determine amount of busy/available/on break time see number of answered interaction by agent for each media type, average talk time of some certain interaction, average handle time, average wrap up time, number of call agent dialed, status of agent at the moment and some management information such as department, extension, ip address, etc. Judy seems to be busy according to her busy rate, but total interaction offered to her only 6 in 3:07:50 log in duration. Supervisor should refer some more fields.
20 Hanging Up the Agent Channel The supervisor may elect to disconnect an agent from a call. To Disconnect an Agent's Interaction In the Agent View window, select the Agent whose call you want to disconnect. Click on Hang Up Click OK. Agent is disconnected and call is then transferred to supervisor The Agent's status returns to Available.
21 Broadcasting Messages To All This function allows a supervisor to send the same text message to all agents at once. For example, you may want to remind the agents of an upcoming meeting or promotional event. The agents cannot reply to the message. Only the assigned agents who are currently logged in will receive the message. The Agents who log in after the Broadcast are not notified that a message was sent. Click on Broadcast ContactCenterAnywhereAnywhere displays the Send Broadcast Message dialog box Enter your message (up 255 characters) and click OK button
22 Broadcasting Messages To All A message box containing the text you entered will appear on the screen of every Agent that you supervise All agents who are currently logged in receive the message. Note: The message remains on screen until the agent clicks OK.
23 Sending a Message to an Agent Sending a message to an agent is much like broadcasting a message to all, but the message goes to only one agent. Messages can only be sent to agents who are currently logged in. To Send a Message to One Agent In the Agent View window, select an Agent, then click the Message icon. The message text box appears. Enter your text in the message box and click OK.
24 Chatting with an Agent Chatting with an agent allows the supervisor to send a text message to an agent and the agent to respond in real time. Only the selected agent sees the message and the agent can reply to the message. Chatting with an agent does not affect the agent s current interaction (s). In the Agent View window, select the Agent you want to Chat with. Click the Chat icon. The Chat window opens. Type your message in the box at the bottom, then click the balloon text button to send your message.
25 Viewing Interaction Information The Interactions view provides an overview of all active Interactions. ContactCenterAnywhereAnywhere displays the Interaction status fields such as: Interaction ID, Project, DNIS, Duration, Priority, Media Type, Workgroup, Agent, etc To view the Interactions window, click a Panel that has Interaction view. Note: Agent Name might be shown as Unknown until the Interaction routes to the agent
26 Viewing Workgroup Information Workgroup Media Total Workgroup Media Total view shows the number of answered, queued, abandoned, total number was sent to workgroup and overflowed interactions for Workgroup in the Call Center since 00:00 AM of the current day. These information are classified by media type, such as Call, , Callbacks
27 Viewing Workgroup Information Workgroup Statistics Workgroup Statistics view shows the statistics of Call Center for each workgroup. This screen provides Supervisors with the ability to see information including : Number of agents assigned and logged in Percent of time agents available or unavailable. Number of interactions answered or abandoned by agents of workgroup Average handle time, talk time and wrap up time of interaction
28 Finding Interaction History Supervisor can also locate and view all the interaction histories of agents assigned to them. When the history are loaded, the screen displays the following history data: Interaction Type, Interaction ID, Originator and Date/Time Enter/ select the desired criteria such as: User, Project, Interaction ID. Select the From and To parameters from the Calendar. Click Find.
29 Finding Interaction History (cont.) ContactCenterAnywhereAnywhere displays all the interactions in the database that match your search criteria. Select the interaction you wish to review History of selected interaction will be shown up in History area, under the list of interactions
30 Alarms Supervisors have the ability to configure Alarms for: Status Duration, Media Duration and almost any fields in panel views such as Agent view, interactions view, Partition view, Project Media Total, Project Statistics, Workgroup Media Total and Workgroup Statistics. Each Alarm can be set with five levels: Very Low, Low, Medium, High and Very High. The alarm levels must have increasing values (or decreasing values) from Very Low level to Very High level There are three parts for this feature: New Alarm, My Alarms and Current Alarms New Alarm: to define a new alarm My Alarms: to show all the defined alarms, include enabled alarms and disabled alarms Current Alarms: to display all the active alarms
32 Alarms Define a new Status Duration Alarm Click on new Alarm Select Status Duration option and click Next button Choose the status that you want to set alarm Select alarm levels and enter the values which you want to raise alarm for the status Click Next and select agents Click Next, enter name for alarm and click Finish to complete
33 Alarms Define a new Media Duration Alarm Click on new Alarm Select Media Duration option and click Next button Choose the Media Type that you want to set alarm Select alarm levels and enter the values which you want to raise alarm for the media type Click Next, enter name of alarm and click Finish to complete
34 Alarms Define a new General Alarm Click on new Alarm Select General option and click Next button Choose a view and column to set alarm on Select alarm levels and enter the values which you want to raise alarm on the selected column Click Next and select the object that you want to set alarm for Click Next, enter name of alarm and click Finish to complete
35 Reports ContactCenterAnywhereAnywhere allows the supervisor to locate and view graphical reports to help you understand the trends, activities and Agent performance in your Call Center. You can view and print the reports that your Administrator has given you or your fellow Supervisors access permissions to. To view or print reports: Go to Reporting tab 1. Expand the Reports folder in the Navigation Pane. 1. Click a Report type to view the list of report definitions or which you have access permission. If no items are displayed in the list contact your ContactCenterAnywhere Administrator and request permission to access one or more Report types you wish to view. 1. Select the row containing the report definition to view, and click View. Note: Some reports will ask you for a date and time. Enter the Date / Time and select OK to run the report.
36 Summary Supervision Manager Overview Configuring Supervision Manager Working with Views & Supervisor Functions
ShoreTel Enterprise Contact Center Using Agent Toolbar USER GUIDES RELEASE 7 Document and Software Copyrights Copyright 1998 2011 ShoreTel, Inc. All rights reserved. Printed in the United States of America.
CALL CENTER AGENT CCA APPLICATION GUIDE TABLE OF CONTENTS BUTTONS DISPLAY... 3 1. OPEN THE CALL CENTER AGENT... 4 2. SWITCH YOUR AGENT STATUS TO AVAILABLE... 5 3. ACCEPT A CALL... 6 4. WRAPPING UP... 7
ShoreTel Contact Center Using ShoreWare Agent Toolbar USER GUIDES RELEASE 6 Document and Software Copyrights Copyright 1998 2010 ShoreTel, Inc. All rights reserved. Printed in the United States of America.
Unified Communicator Advanced Training Handout About Unified Communicator Advanced (UCA) Video Summary (must have access to the internet for this to launch) http://www.mitel.tv/videos/mitel_unified_communicator_advanced_na
ShoreTel Enterprise Contact Center 8 Using Agent Toolbar November 2012 Legal Notices Document and Software Copyrights Copyright 1998-2012 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved.
MiVoice Integration for Salesforce USER GUIDE MiVoice Integration for Salesforce User Guide, Version 1, April 2014. Part number 58014124 Mitel is a registered trademark of Mitel Networks Corporation. Salesforce
Buddy User Guide www.connectnz.co.nz 1 Contents Please click titles to navigate through the guide CHAPTER 1 What is Buddy TM and first steps Setting up Buddy TM on your browser and logging in 3 CHAPTER
Communicator for Mac Help About the ShoreTel Communicator Introduction to the ShoreTel Communicator for Mac ShoreTel Communicator elements Learn about the window layout, panels, icons, buttons and notifications
Remedy ITSM Service Request Management Quick Start Guide Table of Contents 1.0 Getting Started With Remedy s Service Request Management. 3 2.0 Submitting a Service Request.7 3.0 Updating a Service Request
Connecting to LUA s webmail Effective immediately, the Company has enhanced employee remote access to email (Outlook). By utilizing almost any browser you will have access to your Company e-mail as well
NEW IN FIRSTCLASS CLIENT New Look Login screen The login screen has a new look that flows with our current interface. List View Sort Order The sort order you choose in list view will be used in other views
Charter Business Phone Online Control Panel Getting Started Guide Document Version 1.0 Table of Contents 1 About This Guide...4 2 Overview...5 2.1 Online Control Panel and Call Manager... 5 3 Manual and
2004 IAAP International Convention and Education Forum Session: When E-mail Loses Its Charm Date: Tuesday, August 3, 2004, 1:00-3:00 pm Leaders: Annette Marquis and Gini Courter Windows SharePoint Services
Live Meeting 2007 Getting Started Guide Introduction This guide is intended for people who use Microsoft Office Live Meeting 2007. It tells you how to join meetings quickly, and provides instructions on
contact_center.fm 5 This example describes the setup and configuration of an OpenScape Office Contact Center based on a fictional customer scenario. It is intended to assist you in setting up a customized
Appendix A How to create a data-sharing lab Creating a lab involves completing five major steps: creating lists, then graphs, then the page for lab instructions, then adding forms to the lab instructions,
Getting Started with Microsoft Office Live Meeting Published October 2007 Last Update: August 2009 Information in this document, including URL and other Internet Web site references, is subject to change
About This Guide This guide introduces you to WebEx Remote Access and its features. This guide assumes that you have a user account for your Remote Access service. Note To obtain a user account, contact
2015 Dell Inc. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described in this guide is furnished under a software license or nondisclosure agreement.
Getting Started with Microsoft Office Live Meeting Published October 2007 Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless
iview (v2.0) Administrator Guide Version 1.0 Updated 5/2/2008 Overview This administrator guide describes the processes and procedures for setting up, configuring, running and administering the iview Operator
OFFICE OF INFORMATION TECHNOLOGY Academic Technology Unit Microsoft Outlook 2010 Basics Workbook CONTENTS Introduction... 3 Outlook at a glance... 3 Configure Outlook 2010 on-campus... 3 Creating Folders...
User Guide Live Meeting Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless otherwise noted, the example companies, organizations,
Wave ISM 1.5 SP2 Wave ViewPoint User Guide Release 1.5 SP2 2009 by Vertical Communications, Inc. All rights reserved. Vertical Communications and the Vertical Communications logo and combinations thereof
Microsoft Outlook 2007 Calendar Features Participant Guide HR Training and Development For technical assistance, please call 257-1300 Copyright 2007 Microsoft Outlook 2007 Calendar Objectives After completing
EOS Step-by-Step Setup Guide Wireless File Transmitter Server Mode Infrastructure & Ad Hoc Networks Macintosh OS X 10.5-10.6 2012 Canon U.S.A., Inc. All Rights Reserved. Reproduction in whole or in part
ProperSync 1.3 User Manual Rev 1.2 Contents Overview of ProperSync... 3 What is ProperSync... 3 What s new in ProperSync 1.3... 3 Getting Started... 4 Installing ProperSync... 4 Activating ProperSync...
VERTICAL VIEWPOINT 2.0 USER GUIDE Business Communications Solutions 9910 Irvine Center Drive Irvine, CA 92618 www.bcsconsultants.com [ m ] 949.333.1000 [ f ] 949.333.1001 TABLE OF CONTENTS Logging on to
Oracle Collaboration Suite Using Oracle Web Conferencing Release 2 (188.8.131.52.0) Part No. B12133-02 March 2004 Use this document to learn the basics of Oracle Web Conferencing. It is recommended that conference
MICROSOFT OUTLOOK 2010 WORK WITH CONTACTS Last Edited: 2012-07-09 1 Access to Outlook contacts area... 4 Manage Outlook contacts view... 5 Change the view of Contacts area... 5 Business Cards view... 6
Table of Contents INTRODUCTION... 2 HOME PAGE... 3 Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG... 11 Raising a Service Request... 12 Edit the Service Request...
EOS Step-by-Step Setup Guide Wireless File Transmitter FTP Mode Infrastructure & Ad Hoc Networks Mac OS X 10.5-10.6 2012 Canon U.S.A., Inc. All Rights Reserved. Reproduction in whole or in part without
Fleet Maintenance Software Welcome Thank you for taking time to review FleetWise VB Maintenance Management Made Simple. This guide is intended to provide a quick overview of installing the software and
Introduction MXIE is the software interface by which system users can access MX services and resources. This guide introduces the most frequently used MXIE operations. Refer to the MXIE User s Manual for
Hosted VoIP Phone System Desktop Toolbar User Guide Contents 1 Introduction... 3 1.1 System Requirements... 3 2 Installing the Telesystem Hosted VoIP Toolbar... 4 3 Accessing the Hosted VoIP Toolbar...
INFORMATION SYSTEMS SERVICE NETWORKS AND TELECOMMUNICATIONS SECTOR User Guide for the RightFax Fax Service Web Utility August 2011 CONTENTS 1. Accessing the Web Utility 2. Change Password 3. Web Utility:
Table of Contents ABOUT THIS COURSE... 3 ABOUT THIS MANUAL... 4 LESSON 1: PERSONALIZING YOUR EMAIL... 5 TOPIC 1A: APPLY STATIONERY AND THEMES... 6 Apply Stationery and Themes... 6 TOPIC 1B: CREATE A CUSTOM
WebNow Description WebNow is an online, browser-based companion to the ImageNow document imaging, management and workflow software. WebNow shares some of the functionality of ImageNow searching, viewing,
HOW TO USE OIT EMAIL VIA THE WEB A) Logging into your MyOIT account which includes your email account 1) Open a browser such as Firefox, Chrome or Safari. Please do not use Internet Explorer. 2) In the
The LSUHSC N.O. Email Archive Introduction The LSUHSC N.O. email archive permanently retains a copy of all email items sent and received by LSUHSC N.O. Academic email users. Email items will be accessible
Help Desk Web User Guide 1 P age Contents Create an Incident... 3 Classifying Category... 3 Describe Incident Request... 3 Add Attachments to the Request... 4 Requests... 4 Request List View... 5 Modes
WebEx Meeting Center User's Guide Table of Contents Accessing WebEx... 3 Choosing the scheduler that works for you... 6 About the Quick Scheduler Page... 6 About the Advanced Scheduler... 8 Editing a scheduled
Personal Portfolios on Blackboard This handout has four parts: 1. Creating Personal Portfolios p. 2-11 2. Creating Personal Artifacts p. 12-17 3. Sharing Personal Portfolios p. 18-22 4. Downloading Personal
Remote Support User Guide 7.23 Copyright 1997 2011 Cisco and/or its affiliates. All rights reserved. WEBEX, CISCO, Cisco WebEx, the CISCO logo, and the Cisco WebEx logo are trademarks or registered trademarks
Managing Accounts 1 s in Office 365 A account is an object in the Outlook Calendar that represents a room or a piece of equipment. These room resources are typically small conference rooms belonging to
Perceptive Interact for Microsoft Outlook Getting Started Guide Version 1.x Compatible with ImageNow, version 6.7 Written by: Product Documentation, R&D Date: September 2016 2012 Perceptive Software. All
VoIP Quick Start Guide VoIP is made up of three elements: The Phone The Software (optional) The Web Version of the software (optional) Your new voice mail can be accessed by calling (971-722) 8988. Or,
Contents No table of contents entries found. Logging In Launch the Mysphere Call Center icon located on your desktop by double clicking it. Your log in screen will appear. (To create an icon on your desktop,
LYNC 2010 USER GUIDE D O C U M E N T R E V I S O N H I S T O R Y DOCUMENT REVISION HISTORY Version Date Description 1.0 6/25/2013 Introduction of the Lync 2010 to product line. 2 Lync 2010 User Guide 401
Outlook Web Access Logging in to OWA (Outlook Web Access) from Home 1. Login page http://mail.vernonct.org/exchange 2. To avoid these steps each time you login, you can add the login page to your favorites.
ANPI VIP Call Center A Hosted Call Center Solution User Guide Table of Contents OVERVIEW 3 ANPI CALL CENTER USER TYPES 3 CALL CENTER SET-UP 4 Add a User 4 Edit User 6 Manage the Call Center 8 CALL CENTER
CIC 3.0 Basic Client Training Interaction Client Last Updated December 19, 2008 This document offers training for beginning CIC users. DVS, Inc. 60 Revere Dr., Suite 201 Northbrook, IL 60062 847.564.4387
File Management Utility User Guide Legal Notes Unauthorized reproduction of all or part of this guide is prohibited. The information in this guide is subject to change without notice. We cannot be held
Voice Mail Online User Guide Overview Welcome to the online version of SaskTel Voice Mail that is now accessible from any computer with Internet access You can listen to, sort, forward and/or delete your
Alfresco Online Collaboration Tool USER MANUAL BECOMING FAMILIAR WITH THE USER INTERFACE... 4 MY DASHBOARD... 4 MY PROFILE... 6 VIEWING YOUR FULL PROFILE... 6 EDITING YOUR PROFILE... 7 CHANGING YOUR PASSWORD...
Messenger The Messenger is the core module that ties all other add on modules as well as making sure that features like sharing of tasks, sending your address book contacts to other users as well as setting
UniCom with Office Communicator and Live Meeting Quick Start Guide Table of Contents Understanding UniCom and Office Communicator... 1 What is UniCom?... 1 What Is Office Communicator?... 1 Who Can Use
MITEL Audio and Web Conferencing User Guide Notice This User Guide is released by Mitel Networks Corporation as a guide for end users. It provides information necessary to use Audio and Web Conferencing.
AT&T Voice DNA User Guide Page 1 Table of Contents GET STARTED... 4 Log In... 5 About the User Dashboard... 9 Manage Personal Profile... 15 Manage Messages... 17 View and Use Call Logs... 22 Search the
Clean Up Email Rules Quick Steps Search Tools Change Views Export Data Convert email to tasks Contact Groups Outlook Functions Clean Up: New ways to manage conversations and remove redundant emails: Email
Telephony Toolbar Corporate User Guide Release 7.1 March 2011 Table of Contents 1 About This Guide...7 1.1 Open Telephony Toolbar - Corporate... 7 1.2 First Time Login... 8 1.3 Subsequent Use... 11 2 Using
Oracle Contact On Demand Interaction Manager Guide Version 8.2.1, Rev. A E27271-01 July 2012 Oracle Contact On Demand Interaction Manager Guide, Version 8.2.1, Rev. A E27271-01 Copyright 2005, 2012, Oracle
SonicWALL GMS Custom Reports Document Scope This document describes how to configure and use the SonicWALL GMS 6.0 Custom Reports feature. This document contains the following sections: Feature Overview
OUTLOOK 2007 2010 TIPS FOR BEGINNERS GINI COURTER, PARTNER, TRIAD CONSULTING In this session you ll learn how to manage your calendar, email, and tasks (basically, your work life) using Microsoft Outlook.
MITEL Inter-Tel Audio and Web Conferencing User Guide NOTICE This Inter-Tel Audio and Web Conferencing User Guide is released by Inter-Tel, Inc. as a guide for end-users. It provides information necessary
ewebextra OfficeMate Integration User s Guide April 2014 2014 Eyefinity, Inc. All rights reserved. Eyefinity, OfficeMate, ewebextra, and ExamWRITER are registered trademarks of Eyefinity, Inc. All other
Live Chat for Support Supervisors Salesforce, Winter 16 @salesforcedocs Last updated: December 10, 2015 Copyright 2000 2015 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark
MY EWU PORTAL The My EWU web portal is an interactive website that provides single sign-on access to different EWU information and services. Content is based on your role or roles for example; student,
TRIM: Web Tool Accessing TRIM Records through the Web The TRIM web tool is primarily aimed at providing access to records in the TRIM system. While it is possible to place records into TRIM or amend records
For Windows 1 About Microsoft Lync... 4 Lync Window... 5 Audio... 6 Set up your audio device... 6 Make a call... 6 Answer a call... 7 Use audio call controls... 7 Check voicemail... 7 Invite more people