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Table of Contents

Overview

Salesforce CTI Toolbar deals with Supervisor Features like Team Performance and Queue Stats as well. 

Supervisor's Interface Login View

If the user has a role assigned Supervisor then for such a user there are some additional functionalities provided in the solution. The controls of a supervisor are described below:


Default View of Supervisor Login

Team Performance


Team Performance control basically provides a view where all teams and agents associated with the respective teams are shown.  If the supervisor clicks on the Team Performance tab, then the supervisor will be able to view the team, agents, and all other features related and can perform the following actions:








Team Performance


s

View Logged Out Agents

The supervisor can also see logged-out agents for the team on activating the toggle button of 'Include Logged Out Agents'

Include Logged Out Agents

Change the State of the Team Agents

The supervisor can change the state of the team agents by selecting a particular agent.

Change the state of the Team Agents

Change the Teams

The supervisor can change the teamsfrom the teams dropdown as shown on the right


Change the Teams

Silent Monitoring

If the selected agent is in a Talking State and the supervisor has a Not Ready state and has no ongoing call, then the supervisor can perform Silent Monitoring for that agent. In silent monitoring, the supervisor becomes a participant in the call but the agent and customer are not aware that the supervisor is part of the call.

Silent Monitoring

Barge in

Once the supervisor has started silent monitoring, then the supervisor has the option tobarge in (conference) in the call between the customer and agent.


Barge in

Drop the Agent

Once the supervisor has initiated barge-in, the supervisor can also drop the agent.

Drop the Agent

Queue Stats

If the supervisor chooses the Queue Stats tab, then the information related to the queue assigned to the supervisor would be visible. The user can sort the data provided in the table for any column by selecting the sorting arrows provided adjacent to each column name. By default, however, it is sorted on queue name.

Following are the columns of the Queue Statistics gadget

Fields 

Description

Queue NameThe name of the queue
BusyThe number of inbound calls & outbound calls that are dialed via the extension (not queue DN)
Logged InThe number of agents that are logged in
Number of CallsThe number of calls waiting in the queue
Max TimeThe length of time the oldest call has been in the queue
ReadyThe number of agents assigned to the queue who are in the Ready state
Not ReadyThe number of agents assigned to the queue who are in the Not Ready state
Active

  • In: The number of agents assigned to the queue who are on inbound calls

  • Out: The number of agents assigned to the queue who are on outbound calls

  • Other: The number of agents assigned to the queue who are on internal consult calls

Wrap Up

  • Ready (Pending): The number of agents assigned to the queue who will transition to the Ready state when wrap-up ends.

  • Not Ready (Pending): The number of agents assigned to the queue who will transition to the Not Ready state when wrap-up ends.







Queue Statistics


Note
titleAdditional Notes on how the Queue Statistics gadget collects and displays statistics:

  • Finesse does not compute the queue statistics but instead receives the queue statistics from Unified CCE.

  • Finesse does not display the queue statistics for the default queue (default skill group on Unified CCE).

  • The Active Out statistic includes agents talking on outbound calls placed by those agents. It also includes non-routed calls placed to external devices that are not monitored by Unified CM and to devices in a different Unified CM cluster. It does not include agents on Outbound Option calls.

  • If an agent places a direct call to another agent's extension, Unified CCE increments the Active Out statistic for the default queue (skill group). However, because Finesse does not display the queue statistics for the default queue, the Active Out statistics do not change for any of the Finesse queues to which the agent is assigned.