Setting Up Supervisor Desktop

This chapter provides an overview of Supervisor Desktop and discusses how to define system-level settings for Supervisor Desktop.

Understanding Supervisor Desktop

This section discusses:

Supervisor Desktop functionality.
Application dispatcher.
Supervisor Desktop setup considerations.
Programmatic Computer Telephony Integration (CTI) agent data retrieval.

Supervisor Desktop Functionality

Supervisor Desktop provides a single and consolidated environment where support center supervisors perform their daily tasks and maintenance activities, such as:

Monitoring real-time information about agents and queues.
Running performance reports and accessing the dashboard for additional report data.
Reviewing outbound email that are pending approval.
Reviewing and administering timeout entries.
Configuring agents for voice, multichannel, and email tasks.
Initiating agent-to-agent chat sessions with an agent being monitored.

See Working with Supervisor Desktop.

Real-time Monitoring

Supervisor Desktop provides real-time statistical data on agents and the voice and multichannel queues on to which they logged. Information is pushed and refreshed on the desktop on a regular basis. Users can select the type of statistics they want to monitor (agent or queue) and the appropriate filter for the data to be presented. Typically, they define a team of agents, a list of queues, or both as filters for the real-time monitor.

Agent statistics provide information that pertains to individual agents who are being monitored, such as agent status on each logged on queue, the time duration in that status, the total time that the agent remains available and unavailable, the average time used to complete a task (email, chat, and generic), and so on. As for queue statistics, the data that appears focuses specifically on queues. Users see data such as the number of agents that are logged on currently (with or without assignment), the number of tasks that are abandoned and are queued, the average wait time before a task is assigned and finished, and so on. The data available while monitoring (either by agent or by queue) varies based on the channel (voice or multichannel) being monitored. In the case where data is not appropriate for the channel, the data will be presented by a hyphen (-).

Supervisor Desktop keeps information at two levels, summary and detailed. The summary view provides a high-level view of how the selected queues and group of agents are doing; users who prefer a closer look at some of the areas can drill down the agent or queue to access additional statistics. Chat capability is available on the desktop. Users can initiate chat sessions with online agents when necessary.

Reporting

From Supervisor Desktop, users can execute Multichannel Communications performance reports and access dashboards that are defined at the system level.

Email Approval

Supervisor Desktop supports the setup of email approval in the consolidated agent configuration feature. Users can specify the email approval frequency for agents and specify the approver to whom agents' outgoing email are routed for approval.

At runtime within Supervisor Desktop, users who are email approvers can see a list of email pending their approval. They can review and either approve or reject email on the list.

Timeout Entry Management

Supervisor Desktop displays a list of timeout tasks (email, chat, and generic) that are pending on the queue list. Through the list, users can review and take actions deemed appropriate, such as requeuing tasks to the same queue, reassigning tasks (email and generic) to a queue, a group, or an individual, closing tasks, and so on.

Important! It is strongly recommended that administrators leverage the Supervisor Desktop timeout administration feature so that proper ERMS operations are performed with email tasks.

Agent Configuration

PeopleSoft PeopleTools develops a set of component interfaces that enables Supervisor Desktop to provide a central, unified place to define voice, multichannel, and email configuration for agents.

Note. It is highly recommended that administrators leverage Supervisor Desktop to configure agents.

Application Dispatcher

PeopleSoft CRM builds the application dispatcher to interface with the PeopleSoft Multichannel Framework using the PeopleTools client-side API, JSMCAPI. In Supervisor Desktop, the application dispatcher is responsible for managing data in real-time monitoring and initiating internal agent-to-agent chat.

The Unified Agent Desktop (which implements the Multichannel Toolbar) also uses the application dispatcher to manage agent states and data consistency among Multichannel Toolbar browser instances.

See Also

Application Dispatcher

Supervisor Desktop Setup Considerations

Here is a list of considerations for setting up an operational Supervisor Desktop:

Supervisors must be configured as agents for the type of queues (multichannel or voice) that they want to monitor on the desktop.
You need to conform to the one-to-one mapping of logical to physical queues when configuring universal (multichannel) queues.
The system only allows one active instance of Supervisor Desktop in a single user session.
Application Dispatcher, which appears as a small browser window that supervisors must not be closed; it controls access to all real-time data through JSMCAPI (a PeopleTools client-side API).
The PeopleTools user profiles of Supervisor Desktop users must be configured with the appropriate PeopleTools role in order to have access to Supervisor Desktop and its functionality.
PeopleTools JSMCAPI restricts connections to only one CTI server, one multichannel cluster, or one of each at any given time.

Therefore, supervisors cannot monitor queues from any servers that they are not logged on to. To monitor a queue on a different server, the user must log on to that server through the Multichannel Toolbar to view real-time information of its queue. Supervisor Desktop does not pull away server connections from the Multichannel Toolbar.

Important! Before running Supervisor Desktop, be sure to set up respective systems for voice (CTI) tasks, multichannel tasks, or both that agents support. These systems should be configured in order for agents to have complete access to all of the Supervisor Desktop functionality. If systems are not set up or agents are not configured properly to support voice tasks, multichannel tasks, or both, Supervisor Desktop runs in restrictive mode, which means that agents have access to two features — email approval and the execution of performance reports and dashboards.

See Also

Enterprise PeopleTools PeopleBook: PeopleSoft MultiChannel Framework, “Configuring PeopleSoft CTI”

Enterprise PeopleTools PeopleBook: PeopleSoft MultiChannel Framework, “Configuring REN Servers”

Enterprise PeopleTools PeopleBook: PeopleSoft MultiChannel Framework, “Configuring PeopleSoft MCF Servers and Clusters”

Enterprise PeopleTools PeopleBook: PeopleSoft MultiChannel Framework, “Configuring PeopleSoft MCF Queues and Tasks”

Configuring CTI Application Pages

Programmatic CTI Agent Data Retrieval

PeopleSoft CRM delivers a component interface (CI) that allows third-party CTI systems to gather agent data. To retrieve agent information, the CTI system connects to the PeopleSoft system using the RB_CTIAGENTS_INFO CI and sends its CTI configuration ID to fetch the user ID, agent ID, password, and queue ID of all agents that are linked to that configuration ID. The data returned by the PeopleSoft system is in the form of CI properties. If an agent has multiple effective-dated voice configuration records, the third-party system gets the most recent one in relation to the date the information was requested.

Note. To fetch CTI agent details successfully, the PeopleSoft user ID that is used to access the CI must have the permission to perform the appropriate operations within the CI for data retrieval.

Defining System-Level Settings for Supervisor Desktop

This section discusses how to:

Define general settings for Supervisor Desktop.
Specify image and text display options.
Specify performance reports and dashboards.
Set up agent access to Supervisor Desktop.

Typically, a system administrator performs these tasks.

Pages Used to Define System-Level Settings for Supervisor Desktop

Page Name	Object Name	Navigation	Usage
General	RB_SDADM_MAIN	Set Up CRM, Product Related, Multichannel Definitions, Supervisor Desktop, Administration, General	Define default monitoring type and filter to be used for the real-time monitor when Supervisor Desktop launches.
Images and Text	RB_SDADM_IMAGE	Set Up CRM, Product Related, Multichannel Definitions, Supervisor Desktop, Administration, Images and Text	Specify icons and texts to be used for displaying alerts, queue types, and agent states on Supervisor Desktop.
Reports	RB_SDADM_REPORT	Set Up CRM, Product Related, Multichannel Definitions, Supervisor Desktop, Administration, Reports	Specify multichannel reports and dashboards that administrators can execute from Supervisor Desktop.

Defining General Settings for Supervisor Desktop

Access the General page.

These defaults control the initial monitor settings of Supervisor Desktop when the user has not overridden these values through Supervisor Desktop user preferences.

Initial Monitor Type

Select the default statistics type by which real-time information appears on Supervisor Desktop. Options are Queue Statistics and Agent Statistics.

Initial Monitor Filter By

Select the option by which the real-time information is filtered.

At runtime, the values in the Filter By field change based on the agent's personalizations (such as queue lists and team definitions). Options are Assigned Queues, Queue List and Team. The Assigned Queues option is always available.

See Also

Personalizing Supervisor Desktop

Specifying Images and Text Display Options

Access the Images and Text page.

Note. The images displayed on Supervisor Desktop are 12x12 pixels in size. It is recommended that the images selected be no larger than 16x16 pixels in size due to scaling.

Alert Image, Text and Color

Alert Image

Specify the image used to display service level warnings on Supervisor Desktop.

Alert Image Text

Enter the alternate text to display when a user positions their mouse over the alert image.

Alert Color

Select the color that highlights the service-level alert threshold crossing.

This value can be personalized by the Supervisor Desktop user as well. If there is no Supervisor Desktop personalization, this color value is used.

Queue Type Images and Text

Voice Queue Image and Voice Queue Text	Specify the image and text label used to indicate voice queues on Supervisor Desktop.
Multichannel Queue Image and Multichannel Queue Text	Specify the image and text label used to indicate multichannel queues on Supervisor Desktop.

Agent State Images and Text

Available Image, Unavailable Image, Busy Image and Wrap-up Image	Specify the images used to represent different agent states, particularly when agents are available, unavailable, busy, and wrapping up tasks.
Available Text, Unavailable Text, Busy Text and Wrap-up Text	Enter the alternate text for the available, unavailable, busy, and wrap-up agent states when users put the mouse over respective images.

Specifying Performance Reports and Dashboards

Access the Reports page.

Performance Report List

This grid lists all the reports that are built for ERMS and Chat.

Enabled	Select to allow this report to appear on Supervisor Desktop and to be executable by users.
Report Navigation	Select the name of the report to be enabled. You cannot select the same report in more than one row. These reports names are actually component navigation transaction identifiers that point to a navigation pointer to a component. The component navigation transaction identifier must begin with the prefix RBP_. The component navigation can be configured by navigating to Set Up CRM, Common Definitions, Component Configuration, Component Navigation See Defining Component Transfer Navigation.
Report Code	Enter the text code of the selected report. The system uses this code to generate a run control ID for the report automatically. The value becomes read-only after you save the page. Each report code must be unique.
Report Label	Enter the name of the report on Supervisor Desktop.

Note. It is important that Supervisor Desktop users have access to the report components that appear in the system list.

Link Settings

Section Heading Label	Enter text to use as the heading of the links section within Supervisor Desktop. The default is Dashboards. While the default purpose of the link section is to provide access to dashboards, as long as a URL (uniform resource locator) can be defined using the PeopleTools URL Library, any URL can be specified to be accessible via Supervisor Desktop.
URL (uniform resource locator)	Select the URL of each dashboard that users can access. It is a pointer to the PeopleTools URL library; it defines how to access the specified dashboard link and how to open it. Each URL selected in the grid must be unique. Customers must configure these URLs for their own environments. Note. Define URLs that can be selected here on the URL Maintenance page under PeopleTools, Utilities, Administration, URLs. See Enterprise PeopleTools PeopleBook: System and Server Administration
Order	Enter the sequence for rendering the enabled dashboard links. You cannot enter duplicate numbers.
Label	Enter the text to use as the hyperlink for the corresponding dashboard link within the link section of Supervisor Desktop. Label names must be unique.

Note. In order to access the dashboards, the delivered URL definitions for dashboards must be modified to point to your dashboard environment.

Setting Up Agent Access to Supervisor Desktop

Users can be configured with different levels of access to Supervisor Desktop. These different levels of access are based on the PeopleTools role associated with the user profile of the agent configured to access Supervisor Desktop.

Supervisor Desktop Roles

Any user profile for accessing Supervisor Desktop should be associated with one of these roles (via PeopleTools, Security, User Profiles, User Profiles):

SD_TEAMLEADER

This role provides basic monitoring access to Supervisor Desktop. Users with this role can approve email and run performance reports as well.

Access to timeout administration and agent configuration is not granted at this level. This level of access is given to an agent that is not a decision maker but is responsible for monitoring performance.
SD_SUPERVISOR

This role provides complete access to all Supervisor Desktop functionality.

This includes both the timeout administration and agent configuration functionality
SD_ADMINISTRATOR

This role gives complete access to all Supervisor Desktop functionality (as with SD_SUPERVISOR) and also grants access to define the Supervisor Desktop system-level settings.

See Also

Enterprise PeopleTools PeopleBook: Security Administration