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Process of Setting Up Oracle Contact On Demand Supervision Manager

The Oracle Contact On Demand Supervision Manager is a Web-based application that allows the supervisor to monitor agent activity in real-time. As a prerequisite to using Oracle Contact On Demand Supervision Manager, supervisors must contact the Oracle Contact On Demand administrator and request that a supervisor account be set up.

Setting up Oracle Contact On Demand Supervision Manager to monitor Siebel Chat activity involves multiple tasks that supervisors perform in the following sequence:

1. Contact the Oracle Contact On Demand administrator, and request that a supervisor account be set up.

   For more information about supervisor accounts, see Setting Up Supervisor Accounts in Oracle Contact On Demand.

2. Set up agent, workgroup, and project views in Oracle Contact On Demand for Siebel Chat.

   For more information about views, see About Setting Up Views in Oracle Contact On Demand Supervision Manager.

3. Set up alarms in Oracle Contact On Demand for Siebel Chat.

   For more information about alarm setup, see About Setting Up Alarms in Oracle Contact On Demand Supervision Manager.

When supervisors have set up suitable views and alarms for the company, they can view reports (provided they have been given permission) that have been created by administrators. For more information about reports, see About Running Reports with Oracle Contact On Demand.