You can configure agents to have supervisor status for voice contacts.
Supervisors have 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 Manage menu.
With Supervisor status, agents can perform the following tasks:
Supervise multiple teams and can be both a supervisor and a member of a team.
Generate reports 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. Packaged CCE supports both the CTI OS and Finesse desktops, both of which have a supervisor desktop.
Join an 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 Settings.)
Reskill agents who are on teams they supervise.
To configure supervisors in Unified CCE Administration, go to
. Select an agent and click the Supervisor tab.