View and Monitor Agent Status
The CTI Toolkit Supervisor Desktop receives the current agent state information for each team member under supervision from CTI OS. The desktop then displays the current agent state for all team members in the Team Real-Time Status window.
The Team Real-Time Status window has the following components:
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Team State Information — The Team State Information window provides you with the status of members of the agent team. Authorized supervisors can change the state of a monitored agent to Ready and Logout. This section also includes buttons that allow the supervisor to silent monitor, barge in on, or intercept a call.
Note
With the CTI OS-based silent monitor, supervisors cannot be silent monitored. Only agents can be silent monitored. With the Unified CM-based silent monitor, supervisors can be silent monitored.
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Monitored Calls — This section of the window displays call information for the agent that the supervisor selects.
Other supervisor functions include:
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Chat — A supervisor can send a message to, or receive a chat message from, a member of the agent team. When the chat message arrives at the supervisor desktop, a CTI OS Chat window displays the message in the Message Display section of the window.
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Record — With the proper recording equipment installed, supervisors can record any call that appears in their call control window.
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Agent Re-skilling — Unified Contact Center includes the CCE web Administration application, which is browser-based application separate from the Supervisor Desktop. CCE web administration lets supervisors change the skill group designations of agents on their team, quickly view skill group members, and view details on individual agents.