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SUP 1.3 Supervisor tab, assign queue supervisors

SUP 1.3 Queue Supervisor Tab

The Supervisor tab decides who oversees the queue and what oversight powers they hold. The tab holds an Add Supervisor button and a table with the columns Name, Monitor, Recordings, Audit log, Force actions and Actions. Each permission column shows yes or no for that supervisor.

  • Open the queue and select Supervisor.
  • Select Add Supervisor. The Add New Supervisor dialogue opens, headed Select Supervisors.
  • Use the dialogue's Search field to find a person, select them, then select Add. Select Cancel to abandon.
  • Review the four permissions held by each supervisor:
PermissionWhat it grants
MonitorListening to live calls on the queue.
RecordingsAccess to the queue's call recordings.
Audit logAccess to the audit record of actions on the queue.
Force actionsIntervening in a live call or an agent state, for example forcing an agent out of a session.
  • Use the row action to edit or remove an assignment.

Figure key, Queue Supervisor tab​

  • Supervisor tab, selected.
  • Table columns: Name, Monitor, Recordings, Audit log, Force actions, Actions.
  • Add Supervisor button.
  • Supervisor rows, each showing the assigned person.
  • Monitor permission control.
  • Recordings permission control.
  • Audit log permission control.
  • Force actions permission control.
  • Row action, edits or removes the assignment.