C-2 USING TELEVANTAGE
About supervising queues in ViewPoint ______________________
This appendix describes the process of supervising a TeleVantage call center queue. For
complete instructions on setting up and managing a TeleVantage call center, see the TeleVantage
Call Center Administrator’s Guide.
You can assign agents any number of queue permissions that give them the ability to supervise
a queue. Supervisors are merely agents with extra permissions. Supervisory tasks include the
following:
Q Configuring the queue in the Administrator, including the agents that belong to it
Q Signing agents in or out for the queue
Q Viewing real-time queue statistics in the TeleVantage ViewPoint
Q Changing an agent’s personal status
Q Managing a queue’s voice mailbox
Q Supervising agent conversations by monitoring or coaching
You assign permissions separately for each queue. To give an agent supervisor permissions in
more than one queue, you must edit the agent separately in each queue.
For instructions on adding agents to a queue and setting their permission levels, see the
TeleVantage Call Center Administrator’s Guide.
Exempting supervisors from receiving queue calls
Because supervisors are agents in the queue, by default they receive queue calls when they are
ready, just as other agents do. To exempt an agent from receiving calls from a queue, sign the
agent out for that queue, or configure the agent as an Observer using the TeleVantage
Administrator (see the TeleVantage Call Center Administrator’s Guide).
When supervisors are signed out from a queue, the queue does not send calls to them. However,
supervisors can watch queue calls in the Call Monitor folder and answer them if necessary using
the
Take call command. They can also perform all other queue monitoring and managing tasks
when they are signed out.
For instructions on signing a supervisor out, see “Signing agents in or out of a queue” on
page C-18.
Viewing current queue calls ________________________________
Agents with the permission Access Queue call monitor can view all current queue activity on
the queue’s tab in ViewPoint’s Call Monitor folder. Note that only calls associated with the
queue appear in the queue’s tab. If the agent is on a personal call or a call from another queue,
it does not appear in the queue tab.
For more information, see “Using the Call Monitor tabs” on page B-7.
