Using Supervisor View
This provides information on how to use the Supervisor View feature in Realtime.
To access this feature, enter in the Chronicall IP address followed by “:9080/web” to go to the main screen. You’ll be directed to the Reports screen. Click on the trending upward arrow icon located on the left-hand side of the screen, and click on “Supervisor View.” In the top left-hand corner of the web page that appears, there will be a drop-down button that will most likely say “Sort by agent name (ASC)” or something similar. This allows you to sort by agent name or extension.
Most of the page is comprised of boxes featuring different agents. You can click the ellipsis icon located in the top right-hand corner of each agent box to make a number of changes.
Edit Profile: This option allows you to enter in an agent’s name, extension, and profile picture.
Edit Agent Metrics: This option allows you to select and adjust what metrics appear in an agent’s box.
Live Listen: This option allows you to have an agent listen in live to a call that is happening if using VRTX or Multimedia WebRTC.
View Active Groups: This option shows what Hunt Groups an agent belongs to. It also shows them which Hunt Groups they are active or inactive in.
Manage Skills: This is a Multimedia feature that allows you to assign or unassign a skill to an agent.
Manage Channels: This is a Multimedia feature that allows you to enable or disable an agent from being able to take calls and/or web chats.
Disable CC DND: This option allows you to put an agent on DND or take an agent off DND.
Log Agent Out: This option allows you to log out an agent from all of their skills and from CC Agent
There are a couple other very useful buttons, both of which are located in the top right-hand corner of the web page. The first one is the filter button, which looks like three horizontal lines stacked with decreasing length.
Selection Mode: This option allows you to select whether you would like to filter groups or agents.
Groups: This option allows you to select which specific groups you would like to filter from.
Display Offline Agents: This gives you the option to display or not display offline agents.
State: This option allows you to select what type of specific events you would like to filter, e.g., dialing, hold, queue, talking, etc.
The other button I would like to mention is the ellipsis button, which is not to be confused with the ellipses next to each agent.
Edit Summary Metrics: This option allows you to set which summary metrics you would like featured at the top of the web page, e.g., queued calls, average queue duration, presented calls, etc.
Edit Metrics for All Agents: This option allows you to select and adjust what metrics appear in all agents’ boxes.
View Calls in Queue: This option allows you to select which types of calls you would like to show up in any queue count, as well as manually forward a call to an agent.
Updated almost 3 years ago