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.
More Info >

Live Monitoring
Supervisors can listen to agent calls in progress, or join an agent’s call from the Monitoring tab.
More Info >

Reports

Reports provide a detailed look at your contact centre’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. 
More Info >

Notices

Notices are broadcast across your contact centre 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.

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 >