Configuring Settings for Communication Panel Contact Center
- An internal agent guidance queue has been created in .
- You must have rights to modify the user setting template.
You use this procedure to define the supervisor-related settings for Communication Panel. These settings can be defined only via a user settings template, and they are applied to users where this user setting template is used.
- On the System Configurator main screen, choose and search for the template that you want to configure.
- The search result list appears.
- Choose the template by double-clicking it.
- Choose Communication Panel Contact
Center and configure the settings.
Option Description Enable Supervisor Elements and Actions To have supervisory functions available in Communication Panel for supervisors, select this option. This means that agents can ask for assistance from supervisors who can coach them with their customer conversations. Allow Call Monitoring To allow supervisors to listen and record agents' calls, coach agents, barge in or intercept a call, select this option in the template used by the agents. If Deny User-Level Modifications is not selected, agents can deny the supervisor's call monitoring in Communication Panel. Internal Chat Queue Address To enable chats between agents and supervisors via an internal chat queue, enter the chat address that has been created for this purpose in and assign the queue to supervisors. Show Launch Button for Supervisor Dashboard To show Supervisor Dashboard in the Communication Panel User Menu, select this option. The link launches the Supervisor Dashboard application and uses the same session for any successive actions. - Save your entries.