The Supervision view in the Dashboard allows you to manage and supervise multiple Agents working under the same Organization Units as you. 

(tick) Precondition: To see and use this feature, the "Supervisor > Web Supervision" role must be granted within Role Based Access - RBAC.

Please note: 

This new feature is replacing legacy Widget Actions from our legacy LUCS Web FrontEnd, such as:

Additionally, this view customizable with different filters and view modes. Stay on this page for a walkthrough on all features.


Example: Agent Supervision features in the Dashboard

Overview

As a base functionality the Agent Supervision lists all of your active agents. Taking the example above you can do the following:

  1. Inspect the List of currently supervised / active Agents, and engage in permanent Supervision. After a call is accepted by the Agent, the session will automatically be sent the Supervisor, allowing to join the conversation.
  2. Set and override the presence state of supervised Agents directly.
  3. Change the Duty Profiles of managed Agents directly, which impacts call distribution preferences. (lightbulb) This can also be done for "Offline" Agents to override profiles that may still be wrongfully selected during the last sign-in with Agent Assistant.
  4. Adjust the view of your dashboard so you can easily manage and react depending on your daily workload. (info) The same filters apply as explained on the Dashboard Widgets page.

Available Widgets

The Supervision view is fully adaptable. Put the board in edit mode and pick from the following widgets:



NameDescriptionFilters and Options
1Active Tasks 

Show for an entry for each session, containing the following elements:

  • Icon indicating the SessionType (see above)
  • Arrow indicating the direction (inbound/outbound)
  • CustomerIdentifier (SIP/Telephonenumber/E-Mail-Address)
  • Service DisplayName
  • Agent DisplayName
  • (TimeType): (d.hh):mm:ss (ticking up)

Supervision Action Button

(tick) Only visible if user has the right to listen, whisper or barge in. → Role: Role Based Access - RBAC > Web > Supervision

(info) Buttons are available for Listening/Whispering/BargeIn on "supervisable" sessions. Disabled as long as the session is not connected to an agent or when the task type is not applicable for supervisio (External Task, Mail, Unknown).


Ordering: 

  • Started Time desc (default)/asc 
  • Time in... desc / asc
  • Service(A-Z)/Time in... desc / asc
  • Service(A-Z)/State(Ringing, Preview, Connecting To Respondent, Connected, ACW, ACWExtended)/Time in... desc / asc

Filters:

  • Service(multiselect) and OU(multiselect)
  • OR
  • ServiceGroup (multiselect)
  • SessionDirection(multiselect): (Inbound, Callback, External, Outbound/Conversation As)
  • Modality (multiselect): (IM, Audio, AudioVideo, E-Mail)

Thresholds
((lightbulb) only apply when the Time is visible or when the Session is of the correct "type" to display a time)

  • RingingTime
  • ConnectedTime
  • ACWTime
  • ACWExtendedTime
  • PreviewTime (Outbound)
  • ConnectingToRespondentTime (Outbound): (CustomerConnectingTime)
  • ConnectedToRespondentTime (Outbound): (CustomerConnectedTime)
2Agent Supervision

Provides Agent Supervision functionality as a widget. By default shows: 


Ordering

  • Name asc (default)

Filters:

  • Organization
  • Name
  • State
  • Profile
  • Presence State
  • Duty Profile
3Callback Tasks

Shows an entry for each queued session, containing the following elements:

  • Icon indicating the SessionType (Callback)
  • Arrow indicating the direction (outbound)
  • CustomerIdentifier (SIP/Telephonenumber)
  • Service DisplayName
  • Creator
  • Due Date

(tick) Callback tasks can be generated from within the "Lost Tasks" widget.

(info) Details and parameters are explained on the Outbound / Callback Task Configuration settings (Outbound) page and configured per service.

Ordering: 

  • Due Date desc / asc (default)
  • Service/Due Date desc / asc

Filters:

  • Service(multiselect) and OU(multiselect)
  • OR
  • ServiceGroup (multiselect)

Thresholds

  • Time until due (duration) →  (DueDate - Now)
4Emergency Cases

Allow to create, edit or remove (active) emergency cases from the service. Emergency cases are shown distinguished with a warning sign, managed in a separate pop-up.

(tick) Any user with the given "supervision" permissions may revoke/edit/delete the case. Emergency Cases can also be created via configuration backend.

(info) An emergency case may allow for additional checks, routings, text-to speech messages to be defined a service's Workflow Structure by adding specific "Emergency Case" Workflow Elements. 

(tick) To take effect a workflow handling an "Emergency Case" must be configured via the Service Workflow Configuration.

Filters:

  • Service (multiselect) and OU (multiselect)
    or
  • ServiceGroup (multiselect)
5LostLost tasks counter.

Size-adjustable

Filters: 

  • Organization
  • Service
  • Service Groups
  • 15' time or 00:00 "Current day" 
  • Lost In: (IVR, Queue)
6Lost Tasks

Show an entry for each queued session, containing the following elements:

  • Icon indicating the SessionType (see above)
  • Arrow indicating the direction (inbound/outbound)
  • CustomerIdentifier (SIP/Telephonenumber/E-Mail-Address)
  • SessionStartedTime
  • Service DisplayName
  • IVR Time: (d.hh):mm:ss (ticking up)
  • Queue Time: (d.hh):mm:ss (ticking up)
  • Call-Button: simple "sip: <Sip-Address>" or a "callto: <PhoneNumber>" link to initate a call over the S4B- or Teams-Client

Creating Callback tasks from Lost Calls

You can create → callback tasks from lost calls. Details and parameters are explained on the Outbound / Callback Task Configuration settings (Outbound) page and configured per service.

(lightbulb) Values are prefilled from the caller. Callback-Buttons are disabled, when the target is anonymous.
(lightbulb) Warnings will be shown when you try to delete a callback task or schedule a duplicate based on the same lost tasks.

Ordering: 

  • QueueTime (Duration) desc (default) / asc
  • IVRTime (Duration) desc / asc
  • StartTime (Absolute time) desc / asc
  • Service/Queuetime desc/asc
  • Service/IVRTime desc/asc

Filters:

  • Service(multiselect) and OU(multiselect)
  • OR
  • ServiceGroup (multiselect)
  • SessionDirection(multiselect): (Inbound, Callback, External)
  • Modality (multiselect): (IM, Audio, AudioVideo, E-Mail)
  • Lost In: (IVR, Queue)

Thresholds:

  • Time since Started (duration)
  • Time in IVR (duration)
  • Time in Queue (duration)
7Queued Tasks

Shows an entry for each queued session, containing the following elements:

  • Icon indicating the Modality (see above)
  • Arrow indicating the direction (inbound/outbound)
  • CustomerIdentifier (SIP/Telephonenumber/E-Mail-Address)
  • Service DisplayName
  • QueueTime: (d.hh):mm:ss (ticking up) --> Display day and hours only, if Queuetime is that big

Ordering

  • QueueTime desc (default)
  • QueueTime asc
  • Service (A-Z)/Queuetime desc
  • Service (A-Z)/Queuetime asc

Filters:

  • Service(multiselect) and OU(multiselect)
    or
  • ServiceGroup (multiselect)
  • SessionDirection(multiselect): (Inbound, Outbound/ConversationAs, Callback, External)
  • Modality (multiselect): (IM, Audio, AudioVideo, E-Mail)

Threshold:

  • QueueTime  
8TasksCurrent task counter

Size-adjustable

Filters: 

  • Organization
  • Service
  • Service Groups
  • Session State (Connected, Connecting to Respondent, Created, In IVR, In Queue, Incoming, Preview)