Overview

This guide describes all additional functions available to supervisors working with b+s Connects for SAP C4C. In most cases, all agent-specific functions are also available to supervisors. It is therefore recommended that you start with the agent-specific documentation.

In addition to the agent specific features, b+s Connects for SAP C4C offers the following features exclusively for Supervisors:

• Agent state monitoring: A dedicated view for Supervisors is available where the current state of all supervised agents can be monitored.

• Time in state monitoring: You can monitor for how long a supervised agent is in the current state.

• Agent state change: You can change the state of all supervised agents.

• Call agents: You can call agents directly by using a convenient Click-to-Dial button.

• Silent monitoring: You can listen to active calls of supervised agents.

• BargeIn: You can join an active call of a supervised agent.

• Active call monitoring: You can display the call data (active call details) of a supervised agent who is currently on a call.

• Team Messages: You can send Team Messages to all supervised teams.