Voice Management Guide

The Voice Management user guide

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Call management

1 - Adapting the supervision interface to suit your needs

As a supervisor, you can configure the interface display from the administrator interface, depending on your requirements.
You can choose the display format for your groups in the administrator interface:

Horizontal display: your groups are displayed in table form, with the group operators currently online appearing at the top of the list (this format is recommended if you have lots of groups to supervise).

Vertical display: your groups are displayed in box form, one alongside another (default format).
You can also define the colours that you want to apply, to enable a quicker view of your activity status.

You can define the order in which your queues are displayed by moving them (Drag&Drop) directly from your supervisor interface.
From the administrator interface, you can define the Access Admin based on the supervisors, for:
– The view of the queues to be supervised,
– The view of the details as to whether or not operators are active,
– Discrete listening.

2 - Supervise your activity dashboard in real-time

As a supervisor, you can change the contact centre in real-time, by performing several actions:

Actions affecting operators: you can take an operator off a break, place him/her on a break or log him/her out.
It may be that an operator is stuck in a conversation or on break status, and cannot get out of it. You have the ability to relaunch the operator’s toolbar by selecting “Unblock” in the action column.
You can also suspend or unsuspend an operation within a group by clicking on the coloured flag corresponding to the group in the “Queues” column of the operators table.

Implementing alerts: In the administrator interface, you can implement two types of alert: an alert that the maximum number of people waiting has been exceeded or that the minimum number of operators logged in has not been reached. Alerts are displayed as follows: the box corresponding to the alert turns red and you receive an email with the information corresponding to the alert.
If you receive an alerts from a group where the number of people waiting is too high, and you can see that an operator is available but is suspended from this group, you can add him back into the group in real time, so that he can receive calls from this group.
A supervisor also has the ability to ‘whisper’ and to listen discretely:
To do so, he can either:

1. Call a number:

  • Stage 1: Acquire the ID number of the operator who is online. This number is found directly on the operator datasheet in the administrator interface, or by moving the mouse cursor over the name of the agent in the supervisor interface.
  • Stage 2: Call the telephone number transmitted by his commercial contact.
  • Stage 3: Follow the stated instructions. The Supervisor IDs are the login and password that the supervisor uses when logging into the Supervisor interface.
    During discrete listening, you can use the keys on your telephone, which each correspond to a different action:
  • key 3: allows you to speak to everyone (operator and contact)
  • Key 6: allows you to be heard only by the operator
  • Key 9: enables discrete listening

 

2. Listening discretely, whispering or speaking to everyone from the supervisor interface:

If Access Admin for discrete listening has been granted from the administration interface, an icon will appear by the information regarding the operators’ activity. You can click on this to apply the following settings:

1- Listening: allows you to hear the operator
2- Whispering: allows you to talk only to the operator
3- Everyone: allows you to talk to all of the call participants

There may be a pause between the moment you click on the button and when you begin listening in on the call – this is the time required to establish the connection. If a supervisor is already listening to this call discretely, a message will be played when another supervisor wishes to join in listening.

Note: the server may require 1 hour from when the Access Admin permission is issued and the moment the supervisor actually has the ability to listen discretely via his supervision interface, to apply the change.

2 - Locking an operator on a break

You can keep an operator locked on a break.

Go to your supervisor interface, to the information regarding operators. Choose a status for your operator and click on the padlock. This will then be closed and the operator in question will no longer be able to change his status while the padlock is closed.
This configuration resets every day at midnight.

3 - Changing several operator statuses at once

In the operator section of your supervision interface, the “Groups” and “Status” filters enable you to filter and change the status of several agents.
Choose the filters you want (for example all the operators in the same group and/or with a “Administration pause” status) and the list of operators will show based on your filters. A “Bulk action” drop-down menu will appear. This menu includes the actions that can be found in the “Actions” column.
Select the operators whose status you want to change, choose the action you want and click “Apply”. By clicking on “Apply”, the list of operators will be reset to showing everything without filters.
If you no longer wish to change the operators’ status, simply click “Cancel”.

4 - Changing the status of an agent within a group

An operator can be suspended from/restored to a group in 3 ways:

  • From the supervision interface
  • From the administrator interface
  • From the operator toolbar

On a supervisor level
In the supervision interface, the supervisor can see the queues to which the operator is assigned.

The “queues” column contains all of the queues to which the operator belongs, displayed using coloured flags. Each coloured flag corresponds to a skill group (a queue).

To suspend an operator from a group, click on the flag representing the group. The inside of the flag becomes white, which indicates that the operator has been suspended. All you have to do is click on the flag once more and the operator will be able to resume calls.

On an administrator level
In the administrator interface, in the Groups tab, on the operator level, the Suspended column allows you to link the operator to the group, without setting him/her to active. The supervisor can make him/her active within the group at any time.

On an operator level
An operator can have authorisation to suspend him/herself from a group. Go to the administration interface, then go to the “Groups” tab and select the group containing your operator.
In the window with the list of operators present in the group, you have:

  • A “suspended” column”. This enables the administrator to link an operator to a group, but without setting him to active within this group.
  • A “Subscription Access Admin authorisation?” column that allows you decide whether or not to assign an operator the Access Admin authorisation to suspend him/herself or make him/herself active within a group.


Here are the various possibilities:

Suspended Subscription Access Admin authorisation Action
Yes
No
The operator is suspended and cannot change his/her status.
Yes
Yes, status saved
The operator is suspended but can change his/her status. The configuration will be saved and this may modify the configuration in the administrator interface.
Yes
Active on login
The operator will always be active within the group when logging in, even if he/she has configured this differently when logging out. This may modify the configuration in the administrator interface.
Yes
Suspended on login
The operator will always be suspended within the group when logging in, even if he/she has configured this differently when logging out. This may modify the configuration in the administrator interface.
No
No
The operator is active and cannot change his/her status.
No
Yes, status saved
The operator is active but can change his/her status. The configuration will be saved and this may modify the configuration in the administrator interface.
No
Active on login
The operator will always be active within the group when logging in, even if he/she has configured this differently when logging out. This may modify the configuration in the administrator interface.
No
Suspended on login
The operator will always be suspended within the group when logging in, even if he/she has configured this differently when logging out. This may modify the configuration in the administrator interface.

When the operator is suspended from a group, the bubble representing the group is crossed out.

If the operator has the Access Admin authorisation to change his/her status, he/she can do so from the “My groups” settings.

To suspend him/herself from or restore him/herself to a group, the operator can check or uncheck the box corresponding to the group.

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