After you sign in to the Contact Center Supervisor Client, the main page displays, which is where you’ll do most of your monitoring and queue management activities. The main page also provides links to other pages and windows where you access reports and your dashboard.
The Call Console pane shows you current call information for both direct and ACD calls. Direct calls are placed from or received on your own phone number. ACD calls are routed to you from a queue as an agent. If you’re on a conference call, details are displayed at the bottom of the Call Console pane in the Conference Call panel.
On the Call Console pane header bar, be sure to turn off the Auto Answerfeature so that calls are only answered when you’re at your desk and available. Click the Call History button (the list icon) to show all missed, received, and placed calls. We recommend turning on Call Waiting (the handset with a blue timer icon) to answer a second call while on an active call, which puts the first caller on hold while you answer the second call.
Use the Queued Calls pane to select the queues you want to monitor, and which queues you want to see in the pane. Each queue’s calls and statistics are displayed with the queue’s name and primary phone number. When you expand the queue’s listing, you’ll see a list of all the queue’s calls. By default, calls are listed with the oldest call first. You can group and order queued calls by a specific priority such as calls waiting to be answered, caller’s ID name (if available) and phone number, or call time (including time in the current queue).
Using the Queued Calls pane, you can transfer calls to another queue or agent, and change the position of a call in a queue.
On the top right menu of the main page in the Contact Center Supervisor Client, you can access reports, the dashboard, set features and application functions, turn on or off full screen mode, and sign in and sign out of Contact Center Client.
The reports page and dashboard opens in a separate window and can be opened at the same time the Contact Center Supervisor Client window is open.