Agent supervision

Each server has one or more administrator and supervisor accounts.
You can monitor agents in real time, eavesdrop, blow, enter the conversation or listen to recordings.

Supervision

To access the agent monitor, click on “Supervision” in the left-hand menu.

Agents

1. List of numbers in call
2. Agent names
3. Name of the campaign to which the agent is connected
4. Phone number of the contact connected to the agent
5. Agent status
   – Waiting: waiting for a contact
   – In communication: connected with the contact
   – Qualification in progress: in progress
   – Disconnected: disconnected from the campaign
   – – Agent disconnected from the dialer
6. Current status duration
7. Click to listen discreetly live or on the webphone:
   – Click on 1 to speak with the contact
   – Click on 2 to coach the agent
   – Click on 3 to make a 3-way conference.

Recorded calls

1. Refresh / display list of records
2. View contact details
3. Download recording
4. Delete records

Agent productivity

With this feature, you can view the number of sessions, agent connection time, number of connected contacts, conversation time, number of direct calls and qualifications.

1. Click on the administrator icon.
2. Then click on the “Display agent productivity” button

A window opens.

1. Possibility of selecting a campaign.
2. Select a period and click on the “Get” button
3. Or select a period of your choice and click on “Get Custom”.
4. You can print the report by clicking on the Print button.
5. Or download it by clicking on “Save CSV”.