Supervisor

Getting Started

• How does my dashboard work?

Monitoring Team Activity

• How do I access agent interactions?
• How do I access daily agent activity pop-ups?
• How do I drill down into my organization's interactions?
• What is the live dashboard?

Drawing Reports

• Interaction Reports - Disposition Codes
• What do the participation outcome codes mean?
• How do I open report files?
• How do I download and interpret reports for interaction distribution within departments?
• How do I download and interpret reports comparing interaction distribution within subdepartments?
• How do I download and interpret reports on individual agent performance?

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