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SUP 2.1 Review and filter agents

SUP 2.1 المشرف الوكلاء

  • Open المشرف > الوكلاء.
  • Read the four summary figures, which the interface labels in capitals:
TileWhat it reports
TOTAL AGENTSThe agent count, with the number active beneath it.
MULTI-CHANNEL"مُمكّن on more than one channel."
LICENSE USAGESeats consumed against your entitlement.
INACTIVEالوكلاء not currently active.
  1. Below them sits the All الوكلاء List, with the channel filters All channels, Voice, WhatsApp, SMS and Email.
  2. حدد Customize جدول to change which columns are visible. The table columns are الوكيل, Channels, المهارات, State and الإجراء.
  3. حدد agent checkboxes to enable the bulk actions: Pause, Assign queue, Assign skill, Not Ready, Export and Force logout. A counter reads n selected of n agents, and a running total appears beneath the table as Total Matching.
  4. حدد an agent row to reach the live intervention controls for an active interaction. The page states this itself: "انقر على an agent row to access quick intervention controls (Listen, Whisper, Barge, Transfer, Send Message)."

An Export/Import control sits beside Add الوكيل at the top of the page.

This page is multi-channel, and the rest of the module is not. The channel filters offer WhatsApp, SMS and Email alongside Voice, and the MULTI-CHANNEL tile counts agents enabled on more than one. Nothing else in the المشرف module reviewed here exposes those channels. تأكيد with support@ncsapp.com which channels are actually licensed and live on your tenant before you plan around them.

Read License Usage before you add agents. It is the figure that tells you whether your plan has room. Compare it with the seat count on المستأجر > محفظة الفواتير (see 4.1 in the المستأجر module draft) before a hiring intake.

The four live intervention controls are different in kind. Listen is silent to both parties. Whisper is heard by the agent only. Barge joins the call so the customer hears you. Transfer moves the call. Know which one you have selected before a customer hears an unexpected third voice.

Figure key, المشرف الوكلاء​

  1. مسار التصفح.
  2. Left navigation, with الوكلاء selected.
  3. Total الوكلاء summary.
  4. Multi-Channel summary.
  5. License Usage summary.
  6. Inactive summary.
  7. بحث field.
  8. Channel filters: All channels, Voice, WhatsApp, SMS, Email.
  9. Customize جدول control.
  10. Add الوكيل button.
  11. الوكيل rows, each with a selection checkbox.
  12. Bulk action controls: Pause, Assign queue, Assign skill, Not Ready, Export, Force logout.
  13. Live intervention controls on a selected row: Listen, Whisper, Barge, Transfer, Send Message.