Dialogue Cloud

On Premises

Supervisor Role

Note

A Corporate license or higher is required.

Important

As of Bundle DC2024.01 whenever a supervisor joins or leaves an ongoing call a discrete audio tone will be played to the Agent to alert them of the change in presence of a supervisor.

A Supervisor is able to listen along an active conversation. The Supervisor functionality of Anywhere365 might be useful to train new co-workers, review conversations, or providing support during audio calls.

In order to provide a user the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Supervisor rights, its UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). address and Phone URI should be added to the Supervisor list.

Depending on the client platform used, Supervisor can join audio calls using:

  • Chat commands (only works for Skype for Business client)

    or

  • Snapper application, see: Snapper for Skype for Business User Guide

  • WebAgent application, see: WebAgent User Guide for Supervisor

    Note

    Introduced in DC2023.02

    Note

    It's important to note that only inbound audio dialogues between customers and agents can be listened to, and dialogues in Delight Consult, Consult, or already being supervised by another supervisor cannot be joined.

For more information on supervisor scenarios, see: Getting started as Supervisor

Explanation per field

In order to manage Supervisors, the following screen should be filled in:

Item Description
Supervisor This field represents the UPN address of the Supervisor, for example: sip:user@domain.com

Note

Make sure there are no spaces behind the address
PhoneURI This field represents the Phone URI of the Supervisor, for example: tel:+31612345678

Note

The value must be in E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) format.
UPN

Not being used, can be left empty.

If filled make sure it matches the Supervisor field without the "sip:" prefix.

Supervisor mode audio paths

Below the scenario for a Supervisor is presented.

Supervisor can join a call in Listen, Whisper, Speak or TakeOver mode.

Listen

  • Two-way audio between Agent and Customer
  • One-way audio from Agent to Supervisor
  • One-way audio from Customer to Supervisor

Whisper

  • Two-way audio between Agent and Customer
  • Two-way audio between Agent and Supervisor
  • One-way audio from Customer to Supervisor

Speak

  • Two-way audio between Agent and Customer
  • Two-way audio between Agent and Supervisor
  • Two-way audio between Customer and Supervisor

TakeOver

  • One-way audio from Customer to Agent
  • One-way audio from Supervisor to Agent
  • Two-way audio between Customer and Supervisor

Skype for Business - Supervisor Functionality

Deactivate Formal Agents

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “Formal” command in the IM window.

  3. If there are active formal agents A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC., the Supervisor will see an ordered list with all active formal agents.

  4. The Supervisor types the number of the agent.

  5. The Supervisor has made the formal agent inactive.

Listen to a Call

Note

For using the controls in the Snapper, see: Snapper for Skype for Business User Guide

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “List” command in the IM window.

  3. If there are active calls, the Supervisor will see an ordered list with all active calls.

  4. The Supervisor types the number of the call he/she wants to hear.

  5. The Supervisor is now successfully listening to the call, until it will be ended or exits the UCC.

During the listen in.

Note

For using the controls in the Snapper, see: Snapper for Skype for Business User Guide

  1. When the Supervisor needs to support the Agent, he/she can give them feedback.

  2. The Supervisor types the commando “Whisper” in the IM window.

  3. The Agent can now hear the Supervisor, the Customer can only hear the Agent.

  1. When the Supervisor want to join in on the conversation.

  2. The Supervisor types the commando “Talk” in the IM window.

  3. Both the Agent and the Customer can hear the Supervisor.

  1. When the Supervisor needs to intervene during a conversation.

  2. The Supervisor types the commando “Takeover” in the IM window.

  3. The Customer can hear the Supervisor, the Agent will be muted.

  1. When the Supervisor has taken over the conversation, it can also be given back.

  2. The Supervisor types the commando “Listen” in the IM window.

  3. The Agent will now be un-muted.

Manage Dialer

Campaign Dialer

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “StartDialer” command in the IM window.

  3. This will start the Campaign Dialer (if all qualifications are met)

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “StopDialer” command in the IM window.

  3. This will stop dialing new calls for the Campaign Dialer, active calls will continue

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “StatusDialer” command in the IM window.

  3. This will shows the current status of the Campaign Dialer (if it is started or not and if qualifications are met)

Autonomous Dialer

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “startautodialer ” command in the IM window.

  3. This will start the Autonomous Dialer (if all qualifications are met)

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “stopautodialer” command in the IM window.

  3. This will stop dialing new calls for the Autonomous Dialer, active calls will continue

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “StartDialer” command in the IM window.

  3. This will shows the current status of the Autonomous Dialer (if it is started or not and if qualifications are met)

Create/Edit/Remove item

Item can be created, edited or removed.

Warning

Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.

  1. Open the list.
  2. Select the Add new item button.
  3. Enter the correct data in the window that appears.
  4. Select the Save button.
  1. Open the list.
  2. Tick the respective item.
  3. Select the “Edit Properties” button.
  4. Enter the correct data in the window that appears.
  5. Select the “Save” button.
  1. Open the list.
  2. Tick the respective item
  3. Select the “Delete Item” button.