Supervisor

Instructions for Supervisor Console Users Migrating to eGain Solve 21

After updating from v17 to v21, users may have noticed that the Tools Console was discontinued. Administrators and Tools Console Users can now find functions of the Tools Console within the Administration Console and Advisor Desktop in v21. 

Advisor Desktop

While Supervision Monitors allow the supervisor to get an overview of the workload and service level adherence of various queues and users, Activity Monitors allow you to review on-going work of the agent. As the manager of a team, you have access to a read-only view of the inboxes of agents that report to you. You may also receive outgoing emails that need to be reviewed for quality.

From the Advisor Desktop, supervisors can also monitor chats as they come in to ensure that chats of higher priority are being handled by available agents quickly. Furthermore, if necessary, you may monitor chats and join the chat sessions of any agents that report to you, which is performed in the Advisor Desktop.

Administrators and Supervisors can now find the following information on Monitoring and Reports in the Advisor Desktop help:

• Email Monitors
• Chat Monitors
• Reports
• Supervision Monitors

Administration Console

A monitor provides various perspectives on the information it tracks by presenting it in the form of tables, as well as pie and bar charts. For each business object, (users, user groups, and queues) users can select a number of attributes for monitoring. Monitors display real-time information, which is automatically refreshed every 30 seconds. You can create a maximum of 100 monitors. Monitors created from the Administration Console can also be viewed from the Advisor Desktop as a supervisor.

Administrators and Supervisors can now find the following information in the Administration Console Help:

• Queue Attributes
• User Group Attributes
• Creating Supervision Monitors
• Starting Monitors
• Deleting Supervision Monitors