You can configure
agents to have supervisor status for voice contacts.
both agent credentials and supervisor Active Directory credentials but are not
in an AD security group. They use their supervisor AD credentials to run
reports on the teams they supervise. They use their agent credentials to sign
in to Unified CCE Administration, and they have limited access to tools on the
status, agents can perform the following tasks:
multiple teams and can be both a supervisor and a member of a team.
and view data for the teams they supervise and the agents on those teams.
Use a supervisor
desktop to barge-in, intercept, silently monitor, and log out agents.
agent/customer call to assist on a consultative or emergency basis. (The
agent's ability to request supervisor assistance is a setting on the Desk
attributes, skill groups, and passwords of agents who are on teams they
supervisors in Unified CCE Administration, go to
. Select an agent and click the