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Real Time is the main interface that a call center supervisor uses. The supervisor can perform the following tasks:
- Create and manage agents and groups
- Monitor and manage calls, queues, service levels
- Set queue thresholds that flag potential issues with a queue—not enough agents, calls taking too long, too many calls
- Log agents in to the NewVoiceMedia platformVCC Admin Portal
- Change agents' states
Real Time user interface is split into three areas: desktop, sidebar and toolbar.
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The manage section contains buttons that open the five three management windows for agents, groups, queues, views and settings. For information on managing agents, groups, and queues, see Using Real Time.
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The messages section is no longer used.
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