Supervisor Actions

As a supervisor, you can perform many actions such as monitor agents and their voice and Digital Experience digital contacts and guide them while they are handling interactions.

Keep in mind,

• You must have right permission to perform supervisor actions.

• Multiple supervisors can monitor, coach, and join one contact at a time. However, only one supervisor can take over an agent's contact. A tooltip displays whether the agent or contact is already being handled by another supervisor.

• All monitoring actions are logged in Activity Audit report and ACD monitoring report.

Configure Audio Connection

Before you start monitoring voice contacts The communication with the customer, handled by agent or chat bot over a single channel. A contact may consist of multiple segments. A single channel can be any voice or digital DFO channel such as chat, SMS, and so on., you must configure and connect your audio connection. If you forget to do so, CXone Supervisor asks you to connect.

1. Click the app selector and select Supervisor .
2. Go to the Live Monitoring page and click to expand the right panel.
3. Click Monitor to open the monitoring panel and click the Audio Connect .
4. Choose from Set phone number, Set station ID, or Softphone and enter the correct information.
5. Select Remember preference if you want to connect the same way every time.
6. Click Connect.

You can change the audio connection while monitoring a contact.

Monitor Voice

You can monitor a voice call without the agent or the customer being aware of your presence.

To start voice monitoring:

1. Click the app selector and select Supervisor .

2. In the Live Monitoring page, you can start voice monitoring from any of the following tabs:

   • Go to the Agents tab, click Options and select Monitor Voice .

   • In the Contacts tab, click Options and select Monitor Voice .

   • In the Agents tab, click any agent name. In the right panel that appears, go to the Assigned Contacts tab. Hover over any assigned contact and click Monitor Voice .

   • In the Monitoring tab, click Voice . The different action buttons are available in the Monitoring tab only when monitoring is in progress.

You can monitor only one voice contact at a time. Switching to another voice contact will end the current voice monitoring. You can listen to the agent when the call is on hold with the customer. If any agent consults the agent you are monitoring, you can listen their conversation and join them.

Monitor Chat

You can monitor an agent's Digital Experience digital contact without the agent or the customer being aware of your presence. You can monitor multiple Digital Experience digital contacts at a time.

To start Digital Experience digital contact monitoring:

1. Click the app selector and select Supervisor .

2. In the Live Monitoring page, you can start the digital contact monitoring from any of the following tabs:

   • Go to the Agents tab, click Options and select Monitor Chat .

   • In the Contacts tab, for any Digital Experience digital contact, click Options and select Monitor Chat .

   • In the Agents tab, click any agent name. In the right panel that appears, go to the Assigned Contacts tab. Hover over any assigned Digital Experience digital contact and click Monitor .

   • In the Monitoring tab, click Monitor . The different action buttons are available in the Monitoring tab only when monitoring is in progress.

Monitor Screen

You can monitor an agent's screen without the agent or the customer being aware of your presence.

To monitor an agent's screen (with or without an ongoing contact), the ScreenAgent must be installed on agent's machine and you must have CXone Recording Advanced license in addition to monitoring permissions. Make sure the agent has the Can be Recorded (Screen) attribute.

To start screen monitoring:

1. Click the app selector and select Supervisor .

2. In the Live Monitoring page, you can start the screen monitoring from any of the following tabs:

   • Go to the Agents tab, click Options and select Monitor Screen .

   • In the Contacts tab, click Options and select Monitor Screen .

   • In the Agents tab, click any agent name. In the right panel that appears, go to the Assigned Contacts tab. Hover over any assigned contact and click Screen .

   • In the Monitoring tab, click Screen . The different action buttons are available in the Monitoring tab only when monitoring is in progress.

You can monitor only one screen at a time. If you switch to monitor another agent's screen, the current screen monitoring will end.

Coach

You can coach an agent while the agent is handling an active voice or Digital Experience digital contact. Only the agent can hear or see your instructions.

To start coaching:

1. Click the app selector and select Supervisor .

2. In the Live Monitoring page, you can start coaching agent from any of the following tabs:

   • Go to the Agents tab, click Options and select Coach .

   • In the Contacts tab, click Options and select Coach .

   • In the Agents tab, click any agent name. In the right panel that appears, go to the Assigned Contacts tab. Hover over any assigned contact and click Coach .

   • In the Monitoring tab, click Coach . The different action buttons are available in the Monitoring tab only when monitoring is in progress.

Join

You can join an ongoing voice or Digital Experience digital contact and interact with the agent and the customer. This might be necessary if you need to help an agent in distress or immediately correct an agent's misstatement.

1. Click the app selector and select Supervisor .

2. In the Live Monitoring page, you can join the ongoing contact from any of the following tabs:

   • Go to the Agents tab, click Options and select Join .

   • In the Contacts tab, click Options and select Join .

   • In the Agents tab, click any agent name. In the right panel that appears, go to the Assigned Contacts tab. Hover over any assigned contact and click Join .

   • In the Monitoring tab, click Join . The different action buttons are available in the Monitoring tab only when monitoring is in progress.

Take Over Call

You can take over an agent's active voice or Digital Experience digital contact. For voice contacts, make sure you launch the MAX application to have access to voice controls such as transfer, hold, and conference.

When you take over a contact that's on hold, you will connect with the customer and the contact will no longer be on hold.

1. Click the app selector and select Supervisor .

2. In the Live Monitoring page, you can take over any ongoing contact from any of the following tabs:

   • Go to the Agents tab, click Options and select Take over .

   • In the Contacts tab, click Options and select Take over .

   • In the Monitoring tab, click Take over . The different action buttons are available in the Monitoring tab only when monitoring is in progress.

Record

You can record your agent's voice contacts. To record any agent's voice, you must have CXone Recording Advanced license and agents must have the attribute Can be Recorded (Voice).

Keep in mind, if the contact is being recorded:

• When you join a call, your voice will be recorded.

• When you monitor an agent, your voice will not be recorded.

• When you coach an agent, your voice will not be recorded.

• When you take over the contact, your voice will be recorded.

The recording on demand action takes precedence over any policies or masking defined by the agents or customers. When you click Record, the contact starts recording.

To start recording agent's voice:

1. Click the app selector and select Supervisor .

2. In the Live Monitoring page, you can start recording from any of the following tabs:

   • Go to the Agents tab, click Options and select Record .

   • In the Contacts tab, go to any voice contact. Click Options and select Record .

   • In the Monitoring tab, click Record . The different action buttons are available in the Monitoring tab only when monitoring is in progress.

Continuous Monitoring

You can continuously monitor (voice and screen), record, or coach an agent's interactions in CXone Supervisor until:

• You manually stop monitoring.

• You choose to take over the interaction.

• The audio connection disconnects as configured from either side (agent or supervisor).

• You log out.

Make sure you have permission to continuously monitor an agent.

Force Logout

You can force the agent to log out of the agent application. If the agent is handling a contact this disconnects the contact and notifies the agent.

You can only perform this action if you have permission.

To force logout an agent:

1. Click the app selector and select Supervisor .

2. In the Live Monitoring page, go to the Agents tab, click Options and select Force logout .

Change Agent State

You can change the agent state of any agent who is in Available or Unavailable state. This helps you to display the agent's accurate current state. Keep in mind, you must have permission to change the agent state.

To change the agent state:

1. Click the app selector and select Supervisor .

2. In the Live Monitoring page, go to the Agents tab. For any agent in the Available or Unavailable state, click Options and select Change agent state.

   A menu appears with the possible states you can modify the agent state to.

3. Select the accurate agent state. The state is updated successfully and reflects immediately in the agent's MAX interface.

Evaluate Agents

You can evaluate agents while they are handling interactions. The option to evaluate is only available when:

• You have a CXone Quality Management license.

• You have required permissions:

  • CXone QM Tools > General Permission> Review Evaluation: On

  • CXone QM Tools > Evaluations> Evaluation Forms: View

  • CXone QM Tools > Evaluations> Perform Evaluations: Evaluate

  If you cannot evaluate the agent, check with your administrator. The administrator can find these permissions in CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

• Agents you want to evaluate must have the Can be Evaluated/Coached attribute (go to Admin > Employees, and then click on the agent).

• The evaluation-based view is assigned to you.

To evaluate an agent:

1. Click the app selector and select Supervisor .

2. In the Live Monitoring page, either go to the Agents tab or Contacts tab and start monitoring any contact.

3. In the Monitoring tab, click Evaluate .

4. Select the relevant form and click Evaluate to start evaluation.

   You can close the form before completion and get back to it later through the My Tasks.