Softdial Agent Desktop™

Supervisor Functions

For users with supervisor permissions, Softdial Agent Desktop™ provides the functionality to

After log in, the Workspace area contains a supervisor panel (similar to Fig. 1):

Supervisor panel

Fig. 1 - Supervisor panel

Fig. 2 - Agents Online

This panel displays

The table displays one row for each registered user, containing the following data:

Column header Description
User Desc A description of the user
Endpt The name of the endpoint
Status The current status of the endpoint
Campgn The name of the campaign the agent is currently logged into

From V10.7.1417 - it is possible to limit the displayed users to

  • tier 1 - members of the group in which the supervisor is currently a member (including other supervisors, if they are also members)
  • tier 2 - members of any groups within tier 1

Nested groups

Fig. 3 - Nested groups

The nesting has only 2 tiers. Members of nested groups below tier 2 will not be displayed.

To limit the displayed users:

  1. Open the RVAggregator Configuration file
  2. Set the key AgentGroupLevelStatusView to true
  3. Save the file
  4. Restart the RVAggregator service

The table has a paging bar, a common feature in many Sytel web applications, which allows the navigation of large numbers of items across several pages. For usage details, see the Softdial Repository™ Paging bar.

To sort by a column, either:

  1. Click on the column header. To reverse sort direction, click on the header again
  2. Or from a column drop-down menu, select Sort Ascending/ Sort Descending

To show/ hide columns:

  1. From the column drop-down menu, hover over the Columns option
  2. To hide a column, uncheck the relevant box. The column is hidden. To show a column, check the relevant box.

To perform an action on a user:

  1. select a user by clicking on their table row
  2. click the relevant button, as described below:
Button Allows the supervisor to...
Monitor
  • Listen to the audio from both the selected agent and the 3rd party
Coach
  • Listen to the audio from both the selected agent and the 3rd party
  • Speak to the agent without the 3rd party hearing
Barge in
  • Speak to the agent without the 3rd party hearing

As this is effectively a transfer request, the supervisor must also accept the transfer by clicking Accept to enter the conversation. The customer is put on hold, and the Supervisor speaks with the agent.

This option is only available when the user Status is Talking
Move
  • Move the selected agent(s) to another campaign

From V10.7.1766 - For selection of multiple users, CTRL+click and SHIFT+click follow Windows conventions.

When clicked, a dialogue is revealed showing possible (i.e. running) destination campaigns.

Move Destinations

Fig. 4 - Move Destinations

To move the agent(s), click on a campaign.

The Supervisor panel may be

  • collapsed to the right side, by clicking the button in either
    1. the Title bar Collapse , or
    2. the divider bar Collapse
  • expanded or contracted by dragging the divider bar