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SUP 2.1 Review and filter agents

SUP 2.1 Supervisor Agents

  • Open Supervisor > Agents.
  • 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"Enabled on more than one channel."
LICENSE USAGESeats consumed against your entitlement.
INACTIVEAgents not currently active.
  1. Below them sits the All Agents List, with the channel filters All channels, Voice, WhatsApp, SMS and Email.
  2. Select Customize Table to change which columns are visible. The table columns are Agent, Channels, Skills, State and Action.
  3. Select 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. Select an agent row to reach the live intervention controls for an active interaction. The page states this itself: "Click an agent row to access quick intervention controls (Listen, Whisper, Barge, Transfer, Send Message)."

An Export/Import control sits beside Add Agent 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 Supervisor module reviewed here exposes those channels. Confirm 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 Tenant > Billing Wallet (see 4.1 in the Tenant 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, Supervisor Agents​

  1. Breadcrumb.
  2. Left navigation, with Agents selected.
  3. Total Agents summary.
  4. Multi-Channel summary.
  5. License Usage summary.
  6. Inactive summary.
  7. Search field.
  8. Channel filters: All channels, Voice, WhatsApp, SMS, Email.
  9. Customize Table control.
  10. Add Agent button.
  11. Agent 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.