Article #: 32
How To: set up supervisor agent control
Similar questions: set up supervisor agent control, create supervisor agent control, edit supervisor agent control, delete supervisor agent control
Purpose: demonstrate how to set up supervisor agent control
- Web to Xima CCaaS with the URL that has been provided (i.e., example.xima.cloud)
- At the login screen, enter Username and Password and hit Login
- Along the left-hand side in the navigation pane, select Realtime (upward arrow icon) > Supervisor View
- Here you’ll notice your different agents listed. By clicking on the three dots icon in the top right hand corner of an agent’s panel, a dropdown menu will appear. This menu provides a lot of tools to assist in managing your agents.
a. Manage Skills: This allows you to enable which skills an agent can take calls and/or chats from. This allows you to disable skills as well.
b. Manage Channels: If an agent has more than one channel (e.g., calls and chat), this feature allows you to enable and disable which channels are available to said agent.
c. Disable CC DND: This allows you to put an agent into a Ready state when they were previously on Do Not Disturb. You can also put them back on Do Not Disturb.
d. Log User Out: This allows you to log out an agent if they have forgotten to log out for the day.
Updated about 2 years ago