Supervisor Softphone Capabilities
The Supervisor Softphone has all of the capabilities of an agent softphone and also includes functions that allow supervisors to monitor and manage their agent team members.
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Provides real-time agent status information of all agent members managed by the supervisor.
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Provides call information (call data and events) of an actively monitored agent (that is, the agent currently selected in the Real-Time Statistics grid).
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Supports call monitoring features (silent monitor, barge in, and intercept).
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Supports emergency and supervisor assist calls.
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Allows exchange of text messages between the supervisor and one of the agent team members (chat).
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Allows the supervisor to change the agent state of a supervised agent to Logout or Ready, depending on the agent’s current state.