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Location : Learn More About TeleContact >>Supervisor Features
 
Supervisor Features
Agent Monitoring Supervisors can 'barge into' an agent's conversation to monitor service quality. Supervisors can also monitor agent status, which reflects whether an agent is handling calls, away from the desktop or any other status specified by the agent.
Agent Group Management Supervisors can set up agent groups for efficient utilization of system resources especially agents. Based on the agents comprising the group, a skill set can be defined for agents and agent groups. Skills can be rated to ensure calls requiring specific skills are routed to the proper destination. Supervisors can also move agents across agent groups, create new agents, agent groups and skill sets or remove old ones.
Queue Management Group supervisors can configure overflow and special agent groups to handle calls when the load on an agent group increases. They can also change a call priority in real time or transfer a call in the queue to an agent or agent group of their choice. Supervisors can configure the maximum time for which a call should be queued or the maximum number of calls permitted in a queue.

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