Top Bar on tabs of an Agent in the Supervisor Application

The top bar consists of a button to return to the Agents page (Fig. 1.(1)), displaying the name of the Agent (Fig. 1.(2)), the amount of time (Fig. 1.(5)), which they spent in each status, as well as:

1. Agent evaluation (Fig. 1.(3));

2. Status change menu (Fig. 1.(4));

3. Call button (Fig. 1.(6)).

1.1.1. Agent evaluation

This displays the number of calls rated by Auditors and Supervisors, as well as the summarised rating of the Agent. 

Rating—total score. It is calculated by the formula sum(call ratings) / number of rated calls, rounded off to hundredths (0.00).

Calls with transfers are not rated.

Only a call that has a call recording and/or transcription can be evaluated.

One call can only be evaluated once.

1.1.2. Status change menu

The status change menu consists of a timer that displays the amount of time in this status since the last transition to this status and a drop-down list that opens when you click on the timer field (Fig. 2). The drop-down list displays the available transition statuses. To switch to the desired status, click on it in the drop-down list.

There are such statuses:

•  Offline;

•  Online;

•  Pause;

•  Break out.

When the agent is in the Break out status, the drop-down list looks like in Fig. 4.

The status change menu forces the Agent to enter the required status.

When the "Pause" status is selected, the "Select pause reason" modal window opens (Fig. 4).
The window displays:

• all available pause reasons;

• the time indicators: how long the agent has been in this pause today / how much time is allowed;

• a comment input field — the agent may enter the reason for choosing this status.

After selecting a reason and confirming the transition to the pause, if the agent has added a comment, an icon appears next to the status change menu. When hovering over this icon , the supervisor can view the comment text.

1.1.3. Call button

The button is designed to call the Agent. When you click the button, a call window opens (Fig. 5)

When you hover the cursor over the window, it takes the following form (Fig. 6):

When a call is accepted, the agent’s extension changes to their name, a talk time counter and additional tools appear (Fig. 7), namely:

•  - button to mute the microphone; 

•   - the microphone is mute;

•  - a call hold button; 

Clicking the end call button  ends the call and closes the window.

2. Connecting to the Operator's Screen in Real Time

The operator screen connection feature allows a supervisor to view an agent's desktop in real time.

2.1. Agent Screen Connection Icon

Clicking the icon (Fig. 9) opens a real-time preview of the agent's screen (Fig. 9).

The following tools are available in the window:

• agent icon and name (Fig. 9.(1));

• tool for expanding the preview window to medium size (Fig. 9.(2));

• tool for expanding the preview window to full screen (Fig. 9.(3));

• screenshot tool (Fig. 9.(4));

• screen recording tool (Fig. 9.(5));

• tool for stopping the agent screen view (Fig. 9.(6)).

2.1.1. Agent Icon and Name

Displays the icon and name of the agent whose screen is being viewed. Allows the supervisor to quickly identify the current agent during a session.

2.1.2. Expand Window to Medium Size Tool

Increases the preview window to a medium format, providing better image detail.

After expanding, the icon is replaced by a collapse tool that returns the window to its previous size.

2.1.3. Expand Window to Full Screen Tool

Opens the agent's screen preview in full-screen mode in a new browser window. Allows the supervisor to monitor the agent's desktop with maximum viewing area.

After expanding, the icon is replaced by a collapse tool that returns the window to its previous size.

2.1.4. Screenshot Tool

Takes an instant screenshot of the agent's screen. The following results are displayed after execution:

• If the screenshot was taken successfully:

  • a success icon is shown ;

  • the file is automatically saved in the system under the Agent Screenshots tab.

• If the screenshot could not be taken:

  • an error icon is shown – ;

  • the file is not saved in the system.

2.1.5. Screen Recording Tool

Starts a video recording of the agent's screen. A recording duration timer is displayed after activation. Clicking the button again stops the recording, and the file is automatically saved in the system under the Agent Screen Recordings tab.

2.1.6. Stop Agent Screen View Tool

Stops viewing the agent's screen and closes the preview window.

2. Opportunities

2.1. Change Agent status

2.2. Call the Agent