You can view the channels and queues for which each agent who you supervise is currently available and change their availability. You can also override any availability settings that an agent may have chosen for themselves, for example, to accomodate incoming traffic flow.
Company supervisors must have the Supervisor Agent Control privilege to view and change the channel or queue availability of an agent.
Company supervisors must also have the Agent Queue Selection privilege enabled to view and change the queue availability of an agent.
Click play to watch a video overview on managing agents and queues.
To view or change the channel or queue availability of an agent:
Procedure #
Step 1:
To view or change the channel or queue availability of an agent, do one of the following:
- On the home page, click View Supervisor Portal
- On the menu bar, click Data > Live Data.
Under Agents, you can see all agents that you monitor.
Step 2:
Click the appropriate agent.
More detailed information for the agent is displayed, including which channels the agent is available for.
Step 3:
Do one of the following:
- To change the channel and/or queue availability of this agent, click:
- Tick (to select) or untick (to deselect) the channels and/or queues for which the agent is available, and then click:
- To make this agent available to handle items for all queues to which they are assigned (reset their availability to active for all queues), click:
Note: This is useful if the availability for this agent has been disabled for several of their assigned queues.
- To make this agent unavailable to handle items for all queues to which they are assigned (reset their availability to inactive for all queues), click:
Note: This availability change takes place immediately.
Parent topic: Data management
Related tasks
Viewing live agents