Supervisor to Start Agent Guidance

As a supervisor, you need:

• The user setting template setting Enable Supervisor Elements and Actions and the chat function enabled
• Rights to serve in the internal chat queue created for agent guidance
• Rights to barge-in, listen, and coach

1. Start the agent guidance either in Communication Panel or Dashboard.

   In Communication Panel:

   • Check Availability in the Home view
   • Directory list and detailed view
   • History list and detailed view

     

   In Dashboard:

   • Agent list and the agent details view
   • Conversations list
2. Choose the agent and click Agent Guidance.