Supervisor Overview

The MAX inContact Supervisor interface allows you — the supervisor — to perform critical daily job functions, such as monitoring and interacting with agents, while maintaining a real-time pulse on contact center performance. You can discreetly listen to calls, coach agents on calls without the contact hearing you, barge in on calls so both the agent and the contact can hear you, take over calls to disconnect the agent and manage the rest of the call yourself, and force an agent to log out of the Agent application.

The Supervisor interface works alongside MAX Agent, and you can be logged into both simultaneously. When using Supervisor, you cannot, nor do you need to, use the Thin Agent supervisor feature.

Supervisor Interface Default View

Hover over the image below to learn about different parts of the Supervisor interface using the default view.

Displays your name, team name, and agent legAn active piece of a call that connects between routers, gateways, or telephony devices. connection status. Use the Integrated SoftphoneState that allows an agent to complete work requirements after a call., a phone number, or a station ID to connect the agent leg.

You must click on the broken link to connect the agent leg to perform any telephony functions.

The green, unbroken link indicates that your agent leg is configured and connected.

Displays the number of agents currently in each availability stateThe availability status of an agent.. Hover over each colored box for a full state title.

Within the Agent tab, you can choose to see data from an agent-centric or a team-centric view. Agents is the default view, but you can click Teams for a team-centric view. Your permission settings determine which teams you can see.

Provides a filtered agent list view, showing only agents on contacts where Monitor, Coach, Barge, or Takeover are applicable.

When you are actively monitoring a call, the call information appears in place of the phone icon.

Lists the current type of contact and status for each agent, which may include:

Available — The agent is logged in, connected, and available to accept a contact or work itemCustomizable method of delivering contacts to an agent via Studio scripts.

Unavailable — The agent is logged in, not connected, and not available to accept a contact or work item

Unavailable — Working Inbound

Unavailable — Working ACW Outbound

Unavailable — Working Outbound (Manual)

Unavailable — Working ACW

Unavailable — Working Outbound (Dialer)

Unavailable — The agent is logged in, and has received a chat from a contact or another agent

Agent's name.

The length of time the agent has been in the current stateThe availability status of an agent.. The time format is MM:SS. If the state of the agent changes, the time resets.

Time In StateThe availability status of an agent. is not necessarily the time the agent has been handling the same contact. If the agent is handling automated outbound calls, the agent's state might span multiple contacts.

The name of the team to which an agent belongs.

When an agent is actively handling a contact, the skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. the agent is currently using. When an agent is not actively handling a contact, the cell is blank.

Internal identification number associated with the contact.

Color-coded sorting values. The boxes can be clicked to rearrange sorting. The colors indicate an agent's current stateThe availability status of an agent., and offer views as sorted by the options, which are:

All Agents — Total viewable agents

Unavailable — The agent is logged in, but not available to accept a contact or work itemCustomizable method of delivering contacts to an agent via Studio scripts.

Inbound contact — The agent is logged in, and on an inbound contact

Available — The agent is logged in, and available to accept a contact or work item

Outbound contact — The agent is logged in, and on an outbound contact

Logged off — The agent is not logged in

Allows you to remotely log an agent out of the Agent interface. Use this option for agents who are logged in, regardless of the agent's stateThe availability status of an agent..

Allows you to record an agent's active call.

Allows you to silently listen to an agent's active call.

Allows you to listen to an agent's call and provide verbal feedback and assistance without the customer hearing you.

Allows you to listen to and participate in the call, with the agent and the customer both able to hear you.

Allows you to take full control of the agent's active call. You can transfer, conference, or perform any other action the agent could. This immediately ends the agent's participation on the call.

Provides a snapshot of the current SLAA commitment between a service provider and a customer with a defined service threshold, including quality, availability, and responsibilities. average for all skillsClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts.. SLA in Supervisor contains data for only active contacts and does not contain historical data. Used to help manage queue performance.


Supervisor Interface Skill Summary View

Hover over the image below to learn about different parts of the Supervisor interface using the Skill Summary view.

Displays your name, team name, and agent leg connection status. Use the Integrated Softphone, a phone number, or a station ID to connect the agent leg.

You must click on the broken link to connect the agent leg to perform any telephony functions.

The green, unbroken link indicates that your agent leg is configured and connected.

Displays the number of agents currently in each availability stateThe availability status of an agent.. Hover over each colored box for a full state title.

When you actively monitor a call, the call information and recording options appear in place of the phone icon.

Switch between the Skills view and Campaigns view.

Use the search bar to search for any criteria available on the list view. The search allows for partial text and multi-value searching. Separate values by commas.

Contact type designated for each skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts., which may include:

Inbound Phone

Outbound Phone

Email

Chat

Skill name.

Number of contacts currently waiting to be routed to an agent.

Greatest amount of time that any current contact has been in the queue.

Lists the current type of contact and status for each agent, which may include:

Contact type designated for each skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts., which may include:

Inbound Phone

Outbound Phone

Email

Chat

Skill name.

Number of contacts currently waiting to be routed to an agent.

Greatest amount of time that any current contact has been in the queue.


Agent Drill-Down Metrics Tab

Hover over the image below to learn about different parts of the Agent Drill-Down Metrics Tab.

Agent's current activity status and the amount of time the agent has been in the current stateThe availability status of an agent..

Number of contacts handled during the specified reporting period.

If the agent is currently handling a contact, displays the state of the contact.

Displays the time of day of the beginning of the current contact or other state.

Contact type designated for each skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts., which may include:

Inbound Phone

Outbound Phone

Email

Chat

Date or date range for which you want performance information for the selected agent. Ranges are limited to a maximum of a 31-day span.

Click to refresh and display the most current metrics.

Amount of time the agent has been in the current stateThe availability status of an agent..


Agent Drill-Down Skills Tab

Hover over the image below to learn about different parts of the Agent Drill-Down Skills Tab.

Contact type designated for each skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts., which may include:

Inbound Phone

Outbound Phone

Email

Chat

Skill name.

Agent's current proficiency level for the assigned skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts.. Proficiency is based on a five-point scale where one is the highest proficiency level and five is the lowest.

Contact type designated for each skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts., which may include:

Inbound Phone

Outbound Phone

Email

Chat

Skill Name.

Use the search bar to search for any criteria available on the list view. The search allows for partial text and multi-value searching. Separate values by commas.

Skills Drill-Down

Hover over the image below to learn about different parts of the Skills Drill-Down details, accessible by clicking Skills.

Displays the number of skills currently out of SLA compliance.

Displays the number of skills currently in SLA compliance.

Contact type designated for each skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts., which may include:

Inbound Phone

Outbound Phone

Email

Chat

Skill name.

Current SLA percentage.

Number of contacts currently in queue.

Amount of time that the longest active contact has been in the queue.

Agent count and breakdown for a specific skill. In this example, there are 6 agents logged in out of 21 agents who are assigned to the CCS_IBPhone_ACW skill. The agent count is further broken down to show that 2 are red and unavailable, none are green and available, 4 are purple and in an inbound contact, and 15 are not logged in.

Displays the agent's current availability and contact type.

Agent's name.

The length of time the agent has been in the current stateThe availability status of an agent.. The time format is MM:SS. If the state of the agent changes, the time resets.

Time In StateThe availability status of an agent. is not necessarily the time the agent has been handling the same contact. If the agent is handling automated outbound calls, the agent's state might span multiple contacts.

Agent's current proficiency level for the assigned skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts.. Proficiency is based on a five-point scale where one is the highest proficiency level and five is the lowest. Click another level to change the proficiency settings.

See Also

  • Record Agent Calls — for instructions on recording an agent's active phone call
  • Force Logout — for instructions on remotely logging an agent out of the Agent application