Overview

This guide describes all additional functions available to supervisors working with b+s Connects for Service Cloud Voice. 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 Service Cloud Voice offers the following features exclusively for Supervisors:

Omni Supervisor on Salesforce

• Agent state monitoring: Via the Omni Supervisor you can monitor the state of all Agents. An Agent can be in a Ready or Busy state.

• 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 to Ready, Busy or Offline (Logout). You cannot select a not ready reason from the Omni Supervisor.

• Agent Flags: Agents can raise a flag while on a call to alert you when they need immediate help.

Finesse Supervisor on Finesse Desktop

• Agent state monitoring: You can monitor the state of all Agents in a Team that is assigned to you. An Agent can be in state Ready, Not Ready or Talking.

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

• Agent state change: You can change the state of all supervised agents to Ready, Not Ready (with Reason code) or Logout.

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

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

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

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