Supervisor Guide

Getting Started

When you log in to the AgentDesk, the rendered interface depends upon the role with which one has logged in.

So if you are an agent, you by default will have access to all features explained in the Agent Guide whereas supervisors get default access to everything that agents have, plus the additional features that are explained below. See also, Security and User Permissions to see the additional capabilities of a supervisor.

Monitor Dashboards

The dashboards embedded in AgentDesk are the real-time dashboards for supervisors to view the summary statistics of the contact center including queues, agent states, and real-time conversations that are ongoing with agents and the bots. With the new team-based implementation, supervisors can see the list of conversations based on the team(s) that they supervise.

• The supervisor must have at least one team for instance, Team Alpha

• The supervisor must have at least one agent within her team. For instance, Agent-1 is a member of Team Alpha, which is supervised by Supervisor John.

• Next, access the unified admin application and assign agent attributes to Agent-1. This will establish a connection between Agent-1 and any available queue.

• Then, log in as Agent-1 in the unified agent system at least once. This will ensure that all the changes made to Agent-1 take effect.

• Now, the supervisor can log in as Supervisor John and observe that the Team Alpha & the queue(s) associated with Team Alpha are visible on the dashboard / Grafana. This allows the supervisor to view the corresponding data.

There are two types of dashboards currently available:

• Summary Dashboards - built within Grafana to display summarized stats of queues, agents, active conversations, and MRDs

• Detail Dashboards - built within AgentDesk for details about active/queued conversations, agent activities

Let's walk through the following to have more details on it.

Summary Dashboard

The summary dashboard shows the summary statistics of all conversations being queued, active with agents/bots and the overall agent states on the MRDs. With the new team-based implementation, supervisors can now see the Team filter which allows supervisors to switch between the teams to select the desired team. Based on the specified team, they can then select the queue to monitor the queue statistics that are part of the supervisor's team.

To see the conversations on the dashboard, use the following filters in the sequence:

• Bot Name - Choose the name of the bot from the dropdown

• Team Name - Choose one team from the dropdown to see the associated queues. This allows supervisors to view the queues linked to the teams under their supervision. 

• Queue Name - Based on the Team's selection, the Queues dropdown populates the queue(s) that are associated with the specified Team. Once the queue is selected, the data on the dashboard is filtered based on the selected queue. 

• MRD Name - Based on the Team's selection, choose one MRD to see the current MRD states of those agents that are part of the supervisor's team.

Limitation

• Adding or removing agent attributes that affect queue associations will take effect upon the agent's next login, not in real-time on dashboards.

This dashboard is designed within Grafana and is available out-of-the-box with the deployment of Expertflow CX.

Each different widget on this dashboard is termed a Panel in Grafana.

The dashboard contains three rows where related data is grouped under each row.

Those three rows are:

• Queue Stats

• Agent Stats

• Bot Stats 

See the following sections to know more about the panels grouped under each row. 

Queue Stats 

The following table describes the information about each panel grouped under the row: 

Service Level%, Average Wait Time and Average Handle Time data are based on historical data and therefore, is updated only in the historical reporting interval (aka ETL job interval). The default interval is set to 5 minutes, however, this setting is configurable and can be changed as required by the business.

Agent States

This panel shows a pie chart where each slice of the pie shows the count of agents in each MRD state. This data is filtered using the MRDs filter dropdown on top of the dashboard.

Bot Stats

This panel shows a number of active conversations that are currently active with the bot. This data is filtered using the Bots filter dropdown on top of the dashboard. 

Currently, the software only supports having one bot. When multiple bots support will be added in future, this filter can be used to filter conversation active with a specified bot.

A conversation is considered to be active with the bot unless it is joined by some agent 

Detailed Dashboards

The following dashboards are the dashboards where the details of a conversation are listed.  The application offers the following three types of detailed views:

Queued Conversations Detail

This dashboard lists all conversations that are currently enqueued to a queue. With the implementation of team-based, supervisors can see the details of a queued conversation of one or multiple queues that are a part of a supervisor's team.

To see the desired conversation on this dashboard, use the following filters in the given sequence:

• Team - Choose one team from the dropdown to see the relevant queues in the Queues dropdown. This allows supervisors to view conversations in the queues that they supervise.

• Queue(s) - Based on the Team's selection, the Queues dropdown populates the queue(s) that are associated with the specified Team. Once the queue is selected, the data on the dashboard is filtered based on the selected queue. The dashboard will display data from all queues by default when a supervisor selects any team from the teams dropdown.

The following details of a conversation are available on the dashboard:

You can change the queue from the Queues filter dropdown to see enqueued conversations on the specified queue.

The dashboard automatically gets refreshed after every 10 seconds.

The filter of all queues shows all queues that are part of the supervisor’s team. This does not mean that this filter shows all the queues of the contact center. 

Limitation

• Adding or removing agent attributes that affect queue associations will take effect upon the agent's next login, and not in real-time on dashboards.

Active Conversations Detail

This dashboard lists all conversations that are currently active with agents or bots. With the Team-based implementation, supervisors can now see the details of an active conversation of one or multiple queues that are a part of the supervisors' team.

To see the desired conversations on this dashboard, use the following filters in the given sequence:

• Answered by Agents or Bots - To see active conversations with bots, switch the value in the first tab of the top row, and set the filter to Answered by Bots. By default, it is set to Answered by Agents which shows the active conversations that are currently active with agents.

• Team - Choose one team from the dropdown to see the relevant queues in the Queues dropdown. This allows supervisors to view active conversations in the queues that they supervise.

• Queue(s) - Based on the Team's selection, the Queues dropdown populates the queue(s) that are associated with the specified Team. Once the queue is selected, the data on the dashboard is filtered based on the selected queue. Supervisors can also choose multiple queues in the filter.

The following details of a conversation are available on this dashboard:

The dashboard gets refreshed after every 10 seconds.

• A conversation might appear on Active Conversations Detail → Answered by Bots and Queued Conversations Detail at the same time. This is when it is still with the bot and not yet routed to an available agent from the queue. However, as soon as it is routed to an agent, it disappears from the Queued Conversations Detail dashboard.

• In case of a conversation which is active with any agent of the queue who is not part of the supervisor's team, the conversation will not be visible to the supervisor on the dashboard and will only be seen by the person who is the supervisor of that agent.

Active Agents Detail

This dashboard shows the list of all agents with a count of active conversations with each agent based on the selected team along with the current state of the agent in each MRD. 

To see the desired conversations on this dashboard, use the following filters:

• Search Agent -  This filter allows the supervisor to search for a specific team agent.

• Team -  Choose one team from the dropdown to see the active agents' details and the current state of agents in each MRD.

The following details are available on the dashboard.  

Limitation

• Adding or removing agents from a team in Keycloak will take effect upon the agent's next login, not in real-time on dashboards.

Silent Monitoring

From the Active Conversation Detail Dashboard, a supervisor is capable to silently monitor a conversation between the agent and the customer to see how the conversation is going on. However, the supervisor can not send a direct message to the customer.

On the left-hand side of the conversation view, active conversations are listed. Supervisors can also see the monitored conversations with an eye icon

While monitoring the conversation, supervisors can:

• Exchange the whisper message with the agent using the Whisper tab to assist him without letting the customer know about it. To learn more about how to send Whisper Messages, see Agent Guide -> Send a Whisper Messages

• Jump into conversations if required by clicking on the Barge-in button at any time. 

• Leave the chat.

While silent monitoring the conversation, supervisors can not:

• Directly send a message to the customer.

• Transfer the conversation.

• Have a conferenced conversation.

Barge in

The supervisor can monitor and barge in a conversation by clicking the Barge in button on the Conversation Toolbar. As she barges in, she becomes a primary participant in the active conversation and can:

• Send a direct message to the customer using the Customer's tab

• Exchange the whisper message with the agent using the Whisper tab without letting the customer about it. 

• Transfer the conversation.

• Leave the chat

To barge in, the supervisor needs to silently monitor a conversation first and then click on the Barge in button to join the conversation.  

Team Announcements

Supervisors can create, edit, and delete announcements for their team agents. Announcements are created for team agent(s) to notify the important news or information.  Each agent/member of the team receives the announcement except the supervisor who has created the announcement.

• An agent will receive the announcement on logging in or whenever she is logging in, will receive the announcement until the announcement gets expired.

• Will not receive the announcement if she is logged out.

Each announcement has its status

Announcement Status

Each announcement is in one of the following status:

Create Announcement

The supervisor can click on the Team Announcement tab from the menu bar on the left side to create a New Announcement.

 On clicking 

Edit Announcement

The supervisor can only edit and update the Scheduled Announcements and can not edit active or expired announcements. To edit the announcements, hover the mouse over the desired announcement and hit the

Delete Announcement

Supervisors can delete the announcement that is in:

• active,

• scheduled, or 

• expired state

The announcement can be deleted by hovering the mouse over that desired announcement and hit the 

If the supervisor deletes an active announcement, it will be deleted from this list and will also disappear automatically from the agent's view.

Customer List 

The Customer List view lists down all customer records. 

To understand the Customer List and all operations on the List view, see Agent Guide -> Customer List.  

Customer Schema

Allows the business administrator or anybody who has permission to customize the Customer fields. See Customer Schema

Subscribed Lists 

To understand Subscribed Lists and how to join a pull-based request from a List, see Agent Guide -> Subscribed Lists 

End a Pull-based Request

On the Inbox view of a subscribed list, hover the mouse over the conversation that needs to be ended, and click on the End button to end the conversation.

You can only end a conversation if you are granted the relevant permissions to do that. Users having supervisors roles by default have those permissions.

Customer Labels

Customer Labels allow to categorization of customers based on certain characteristics such as customer segment, language, and type (gold, platinum). 

To start defining some labels in the system, select Customer Labels from the main menu on the top left corner. 

Click the + button to create a new label.

Customer Labels

Once created, labels are available to agents while assigning them to customers during a customer conversation.

Labels can also be created dynamically while updating a customer's profile. See Agent Guide -> Assign Labels to Customers