Supervisor Access to Unified Admin

Supervisors can login to Unified Admin to view and manage their team agents and their skill sets.

As a supervisor, you can access and make changes to the following pages in Unified Admin:

• Routing Engine => Agent Channel Categories

• Routing Engine => Agent Attributes

• Routing Engine => Queues

• Teams

Change Agent Channel Categories

To change the settings of the channel categories for the desired agents of your team. Expand the Routing Engine tab from the left and go to Agent Channel Categories.

Select the desired team from your supervised list of teams from the Teams dropdown. Search by agent’s username to look for the desired agent.

Change Agent Attributes

To change the agent attributes settings for the desired agents of your team. Expand the Routing Engine tab from the left and go to Agent Attributes.

Select the desired team from your supervised list of teams from the Teams dropdown. Search by agent’s username to look for the desired agent.

Changing Queue Settings

As a supervisor, you can edit the queues assigned to your teams only and cannot edit others or, add new queues.

To change the queue settings of a desired queue, expand the Routing Engine tab from the left and go to Queues.

Select the desired team from your supervised list of teams from the Teams dropdown. Search by queue name to look for the desired queue.

Manage Team Settings

As a supervisor, you can change your team definition by adding, removing agents to/from the team. Also, you can add new teams. The newly created teams will automatically be assigned to you.

As a supervisor, you can manage settings of your team or create new teams.

To change your team settings, go to Teams on the left menu.

You will see all the teams which are supervised by you on the Teams list. Click on New Team to add a new team under your supervision, or click any existing team to update the Team definition.

For more on Team definition, please refer to Agent Team and Team Configuration in Unified Admin