Supervisor to Start Agent Guidance

As a supervisor, you need:

• Supervisory feature enabled in System Configurator (SC).
• Rights to serve in the internal chat queue created for agent guidance.
• Rights to supervise agents.

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

   In Communication Panel:

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

     

   In Supervisor Dashboard:

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