Agent Management

The Monitoring tab allows supervisors to manage Queues, Campaigns, Agents, and Call Playback.

Manage Queues
View Queue Metrics in real time, for the previous 30 minutes, or from the beginning of the day.
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Live Monitoring
Supervisors can listen to agent calls in progress, or join an agent’s call from the Monitoring tab.
More Info >

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Call Playback
As a supervisor, you can also play back call recordings for agents under your supervision.
More Info >

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Reports

Reports provide a detailed look at your contact center’s activity. You can export reports to Microsoft Excel for further analysis or manipulation. 

To generate a report, go to the Navigation Menu and select Reports from the drop-down menu. 
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Notices

Notices are broadcast across your contact center and can be sent with low, medium, or high priority to everyone or to specific groups.

Past notices can be reviewed in the Notices Tab.

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Set Up Voicemail

Use My Profile to record your personal voicemail message (if enabled). Choose your Workplace Phone or SIP URI. Then select Make Verification Call and follow the prompts to record your voicemail greeting.
More Info >

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Quality Management

Overview

Quality Management is an easy way for you to monitor, measure, and evaluate agent performance. It provides flexible reporting and trend analysis to support successful agent coaching.

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Evaluations

To perform evaluations, log in to 8x8 SSO with your credentials. Once in the 8x8 Application Panel, select the Quality Management button.

Select the Calls Tab and pick a date and agent call filter. Select a call to evaluate. Then, select the Evaluate Call button to start the evaluation.

Note: Once you launch the application, a built-in, step-by-step guidance tool will walk you through your most common tasks.

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