Supervisor Staffing

Supervisor staffing provides the ability to add, remove, and manage agents assigned to supervisors within a queue.


Adding New Supervisors

1. Select the Actions Icon and the Add Supervisors Icon

 

2. Locate and select supervisors in the advanced search by Call Center, Location, or Department.  Save.


3. Newly added supervisors will appear on the Supervisor Staffing page.



Assigning Agents to a Supervisor

1. On the Supervisor Staffing page, click and highlight all the supervisors that need to be assigned to agents.

2. Select the Actions Icon and the Assign to Supervisors Icon



3. The Assign Agents pop-up will open.  Select the Agents to which the Supervisors should be assigned and select Assign.

4. A successful assignment pop-up will appear in the Supervisor Staffing Window.

5. The icon next to the agent's name indicates whether the current supervisors selected are currently supervising the agent.  The example below shows that one of the 2 supervisors selected is currently supervising the agent.

Removing Supervisors 

1. On the Supervisor Staffing page, click and highlight all the supervisors that need to be removed from supervising the queue.

2. Select the Actions Icon and the Remove Supervisors Icon

 


4. A warning pop-up will appear to validate the action of removing the supervisors.  Select Remove.

5. A successful removal pop-up will appear in the Supervisor Staffing Window.