Hybrid Chat Supervisor Guide

A user logs in to the Hybrid Chat Agent gadget as Supervisor to monitor team performance and assist agents.

Getting started

The supervisor gadget has the following functional areas from where he can perform different functions:

Dashboard	The dashboard displays two widgets: Agent Chats: List pf ongoing chats of supervisor's team agents Queue Stats: Statistics of each chat queue
Chats	This tab displays active chats of the supervisor, whether those are the chats where the supervisor is doing silent monitoring/barge-in or direct customer chats where the supervisor is acting as an agent.
Announcements	The supervisor can select this tab to use the Announcements feature, i.e., create different announcements for the team.
Status Toolbar	This is the same as the agent's status toolbar explained in the Agent Guide.

Dashboard

A Hybrid Chat supervisor can monitor active chats and view the status of tasks in the queue using the respective widgets.

Agent Chats

This widget displays all the active chats between the customer and the agents of the supervisor's teams. The widget displays the following information

Title	Title of the chat. This can be a customer name in the case of a web channel and can be a phone number or any other channel ID in the case of other channels.
Agent	Name of the agent who is handling this chat
Team	Team Name to which the agent belongs.
Time	Date and time when the chat was initiated.
Channel	Channel Name from which the customer has initiated the chat e.g, web, Facebook, Whatsapp, SMS, etc.

Agents, while handling those chats, can call for a supervisor's help using the "hand-raise" functionality. When an agent clicks on the

button from the Agent toolbar (See agent guide), a supervisor receives an assistance request both via a browser notification as well as an alert on the Agent Chat gadget.

A supervisor can click on the chat with the hand-raise notification to silently monitor that chat. He can proactively monitor a chat as well without the hand-raise request at any point in time during an active chat just by clicking on the chat. Selecting a chat switches the supervisor's tab to the "Chats" tab where the selected chat is opened.

Queue Stats

On this list, the supervisor can see the real-time status of chats being queued to a specific queue and the status of agents in the queue.

These stats refresh after every 5 seconds.

Name	This is the name of the queue
Chats	This is the number of chats being queued to the queue
Max time	This is the maximum time since a chat is waiting in the queue. In other words, it's the longest wait time of a chat in the queue.
Active	This is the number of agents with `Active` status on the queue
Busy	This is the number of agents with `Busy` status on the queue
Ready	This is the number of agents `Ready` on the queue
Not Ready	This is the number of agents `Not Ready` on the queue
Pending Not Ready	This is the number of agents that are `Pending Not Ready` on the queue. In other words, the agent is engaged in chats but is not ready to take any new chat.

Label-wise Queue Stats

The Routing Engine supports multiple queues. Tasks are enqueued to a queue based on the channel or based on the type of request initiated. There's no priority among queues. All queues are at the same level of priority. However, tasks enqueued to the same queue may be prioritized based on task labels.

There are two different ways of assigning a label to a request.

Pass label parameter in Javascript API.
Specify customer labels in CIM Customer Module.

Announcements

The table shows the following columns.

Announcements	The announcement text goes here
Scheduled Date & Time	This shows the scheduled date and time when this announcement is scheduled to be fired
Expiry Date & Time	This shows the expiry time when the announcement is supposed to expire
Created By	This shows the username of the user

You may also filter the announcements by selecting the Filter dropdown to see all Active, Expired, or All announcements in the widget.

Add Announcement

Click the New Announcement button to add a new announcement.

Fill in the details using the following table:

Message	The actual announcement text goes here
Team	Select an agent team from the dropdown here. This announcement will then be valid and fired only to the selected team
Scheduled Date & Time	This is the scheduled date and time when this announcement is scheduled to be fired
Expiry Date & Time	This is the expiry time when the announcement is supposed to expire

Update Announcement

To update an announcement, hover your mouse over the desired announcement and click on the pencil icon to update the announcement.

Clicking on the pencil icon will open up the announcement details in a popup.

Change the desired details of the announcement and click the Update Announcement button or Discard button to discard the changes.

You may also update an expired announcement, for example, to change the expiry time.

Delete Announcement

To delete an announcement, hover your mouse over the desired announcement and click on the delete icon to delete the announcement.

The application will show a confirmation message before deleting the announcement from the system.

Confirm or Cancel to proceed.

If the deleted announcement was already fired to the team, the agents will no longer see this announcement on the agent gadget.

Chats

This opens up the Chat Conversations view where all chats handled or monitored by the agents are listed. See the Agent Guide for details of the chat gadget.

Additional supervisor features are discussed in detail below.

Supervisor Features

Accept Hand Raise

A supervisor receives a browser notification when an agent raises a hand raise request for assistance. The supervisor can click on the chat in the Agent Chats widget and choose to monitor the chat silently.

Silent Monitoring

Using the silent monitoring feature, the supervisor can observe an ongoing chat. As the agent doesn't know whether they are being monitored or not, this helps the supervisors to keep a check on the agent's skills to handle a customer chat.

To proactively monitor a chat, click on the chat from the Agent Stats widget. This opens up the chat window in a monitoring mode.

As seen in the screenshot above, the small eye icon on the chat circle on the left indicates that the chat is being silently monitored. This helps to differentiate a supervisor's regular chats from those of monitored chats.

Note that the message composer is disabled in monitoring mode and you cannot exchange chat messages. To do so, you first need to barge into the chat.

Barge-in

Supervisors can also barge into a chat to exchange a whisper message with the agent or start chatting with the agent and the customer in a conference mode.

On the control bar, click on the red arrow icon as shown in the screenshot below to barge into a chat conversation.

Once the supervisor enters the barge-in mode, the chat circle on the left starts showing the channel type icon as in the case of a regular chat.

Whisper Message

A whisper message is exchanged between the agent and the supervisor only. The customer doesn't see this message.

To exchange a whisper message with the agent, the supervisor needs to select the whisper mode in the message composer window, shown with a blue tick icon in the screenshot below.

Note that if the whisper box is not ticked in the message composer window (as in the screenshot above), both the agent and the customer will see the supervisor's message.

View Participant List

Once the supervisor is part of an active chat, she can see the participants involved in each chat.

See details in Agent Guide

Chat History

See details in Agent Guide

Limitations

A supervisor cannot transfer or conference a chat to another agent or a supervisor.
A supervisor should have an Agent role assigned to get the customer chats directly. If a supervisor is not an agent, customer chats won't be routed to the supervisor. However, the agent can add the supervisor in conference mode.
A supervisor can monitor as many chats as desired. However, the performance may degrade if the total number of active sessions for a supervisor is more than 10.
An agent cannot transfer/conference the chat to a supervisor given a role of an agent. If a supervisor is assigned an agent role and another agent tries to transfer/conference the chat to the supervisor(Agent role assigned), "No Agent Available" is displayed.
When a supervisor is assigned to more than one team, and an agent clicks on the hand raise option, "No Supervisor Available" is displayed. However, it will not appear if the supervisor is assigned to only a single team.