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Version: 5.13

Supervisor

Introduction​

The b+s Supervisor displays team member information in the teams that they are configured to supervise. It also shows queue statistics of all skill groups, which are assigned to the supervised Agents.

This is a Lightning App Page and provides the supervisor with capabilities such as:

  • Viewing details of team members
  • Viewing details of queues
  • Changing the agent state of team members
  • Starting silent monitoring (This will start a silent monitoring call. The supervisor can then barge-in and drop participants inside the Connects Gadget)
  • Sending team messages
  • Viewing active team messages
  • Deleting active team messages

Check the CCE Agent Team List notes for more information on how to configure Teams.

info

Supervisors require access to certain resources of the b+s Connects package. These permissions are defined in the b+s Connects Supervisor Permission Set.

Installation​

info

You need to set the "Enable Integration API in Lightning" toggle inside the b+s Configurations "Integrations" section to "Yes" to allow the communication between Supervisor and b+s Softphone.

In order to install and access the Supervisor Console, follow these steps:

  1. Click Setup | User Interface | Lightning App Builder
  2. Select the b+s Supervisor App Page and click the View button
  3. Click the Activation button
  4. Select Activate for all users
  5. Select an icon
  6. Click the Save button
  7. Click the Finish button

Open the Lightning App​

To display the b+s Supervisor, go to the App Launcher | All Items | b+s Supervisor.

info

Supervisor needs to run in the same App as the one b+s Softphone is loaded from.

Configuration​

The following settings can be configured for the b+s Supervisor component from the b+s Configuration App. In order to do so, please go to Integrations | Integration Settings | + Add

Identifier​

Identifier of Supervisor component

Value: TeamSupervisor

Settings​

hideQueueView: If this option is set, the Queue View will not be displayed in the b+s Supervisor component.
We recommend setting this field for CCX deployments, because CCX doesn’t support queues.

Values: <Boolean>

Default: false

Example: true

Example:

Identifier: TeamSupervisor
Settings: hideQueueView=true