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Team Management
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Team Management
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The Teams tab allows the Supervisor to monitor the Agent activities. For example, changing agent state, listening or participating in the active call between an agent and a customer.
A supervisor can view the list of agents associated with the Team. A supervisor can handle any number of teams.
An agent can only view other agents’ state and cannot access and monitor other agents’ activities.
Click the Teams icon and select the team.
Select Agent name to see the following information:
Name | Description |
|---|---|
Agent | The name of the agent. |
Extension | The agent extension. |
Reason | This option allows the supervisor to see the Logout Reason Code or Not Ready reason code against each agent to know the exact status of the agent. |
Time in State | The duration of the agent being in the specific state. |
Monitor | This option allows the supervisor to listen to an Interaction that is in progress without disturbing the conversation between the agent and the customer. |
You can perform the following activities:
Vertical | Name | Description |
|---|---|---|
Make Ready | Change agent state to Ready. | |
Make Not Ready | Change agent state to Not Ready. | |
Silent Monitoring | Monitor the in-progress call without disturbing the conversation between the agent and the customer. | |
Sign out an agent | Sign out an agent from Acqueon Workspace . |
To view list of agents who are offline, click Show Offline Agents; hide offline agents, click Hide Offline Agents.
Monitor an In-progress Interaction
The Acqueon Workspace application allows a supervisor to monitor the agent’s call. A supervisor can listen to an interaction that is in progress without disturbing the conversation between an agent and a customer.
Silent Monitoring
To listen to in-progress interactions:
Click the Silent Monitor icon to hear the conversation between the customer and agent.
Note:
The Silent monitoring icon is available only if the agent is in an active call and the supervisor is in the Not Ready state.
The Acqueon Workspace does not notify the agent or customer that you are monitoring the call.
You can perform the following activities.
Vertical | Name | Description |
|---|---|---|
Hold | Places a call on hold. | |
Wrap-up | Performs the wrap-up operation. | |
Barge in | Monitors the conversation. | |
End Call | Disconnects a call. |
Click End Call to stop monitoring the call.
Barge-In
Click Barge In to monitor the conversation.
When you barge into a call, you can perform the following activities:
Action | Description |
|---|---|
Hold | Places a call on hold. |
Retrieve | Retrieves to resume the call. This is available only when the supervisor places a call on hold. |
Direct Transfer | Transfers a call to an agent. |
Consult a call. | Consults with an agent. |
Wrap-up a call | After disconnecting, the call is visible but remains in a deallocated state. This is to help agents update the wrap-up log. |
Participant Drop | Drops the agent participant from call. |
End Call | Disconnects your participant from call. |
Participant Drops
To drop the agent participant from call:
Click the Participant number mentioned at the top of the call control tab.
Click the Participant Drop icon to drop a participant or the team member from the call.
Sign Out an Agent
To sign out an agent from the Acqueon Workspace:
Note:
Agent logout is enabled when the agent is in Ready or Not Ready state.
Click Team to view list of agents.
Click Agent name and select Agent Logout option from the User menu.
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