Settings

Supervisors with administrator privileges can set the supervisor actions notification and conversational prompt limits. Once set, these global settings will apply to the entire tenant. Any changes made to these settings will be audited in the Change Audit and Activity Audit reports.

Make sure you have relevant permissions to view this page and edit settings. Go to Admin > Roles and Permissions > {Role} > Permission > Supervisor > General Permission. Select Global Settings: View to view the Settings page and Edit to configure the settings.

To set up any notification:

1. Click the app selector and select Supervisor .

2. Go to the Settings page.

3. You can configure the following supervisor actions:

   • Monitor

   • Screen Monitor

   • Record

   • Takeover

   • Coach

   • Join

   By turning on these options, you enable notifications. When a supervisor starts or stops any of these actions, agents will be notified.

Keep in mind that:

• Agents will not receive stop notifications about the supervisors actions when:

  • The application crashes and supervisor actions end.

  • The supervisor refreshes the screen causing the screen monitoring to stop.

  • The contact ends while supervisor actions are in progress.

• If a supervisor is monitoring an agent while the contact is in conference, the second agent will not receive any notification about the supervisor's actions.

• If a supervisor continuously monitors an agent, the agent will only receive a notification for the first start action.

Enlighten Copilot for Supervisors

If your organization has Enlighten Copilot for Supervisors license and relevant permissions to view and edit settings, you can configure settings for alerts insights and conversational prompts.

Alert Insights

These configurations help you define the default lengths of the reason for the negative sentiment alert and ongoing summary.

• Reason Length: Define the default length of reason that will appear in the alert card. You can choose between Short, Medium, and Long.

• Ongoing Summary Length: Defines the default length of ongoing summary that will appear in the alert card. You can choose between Short, Medium, and Long.

Conversational Prompt

These configurations help you define the default parameters for the conversational prompt:

• Default Time Period: Define the standard duration (up to 365 days) for the response data collection when no specific time frame is mentioned in your prompt.

• Default Number of Records: Specify the number of records the response should display when there is no specific number of records is mentioned in your prompt.

• Insight Response Length: Define the length of the insights. You can choose between Short, Medium, and Long.