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:

Command Center on Salesforce

• Agent state monitoring: Via the Command Center 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 Command Center.

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

WxCC Supervisor

info

Supervisor features are not yet supported in the Omni-Widget.

When a user with the Premium Agent and Supervisor roles logs in, the following flag must be enabled. Otherwise, logout will fail.