Working with Supervisor Desktop

This chapter discusses how to:

Monitor real-time information.
Run performance reports and access dashboards.
Approve emails.
Manage timeout entries.
Configure agents.
Manage teams and queues.
Personalize Supervisor Desktop.

Monitoring Real-Time Information

This section discusses how to:

Monitor real-time information.
View agent details.
View queue details.

The Supervisor Desktop component is accessible to users who have the SD_TEAMLEADER, SD_SUPERVISOR, or SD_ADMINISTRATOR role. The available functionality varies based on the role that is assigned to them.

See Defining System-Level Settings for Supervisor Desktop.

Page Used to Monitor Real-Time Information

Page Name	Object Name	Navigation	Usage
Realtime Monitoring	RB_SD_MONITOR	MultiChannel, Supervisor Desktop, Real-time Monitoring	Monitor real-time information.
Realtime Monitoring - Details for <agent name>	RB_SD_MONITOR	Click an agent link on the Realtime Monitoring page while the Monitor Type is set to Agent Statistics.	View agent details.
Realtime Monitoring - Details for <queue name>	RB_SD_MONITOR	Click a queue link on the Realtime Monitoring page while the Monitor Type is set to Queue Statistics.	View queue details.

Monitoring Real-Time Information

Access the Realtime Monitoring page.

Users can select the different types of data as well as the collection of data to be monitored by switching values in the Monitor Type and Filter By fields respectively:

Agent statistics by:
- Assigned queues.
- Queues that are specified in the queue list.
- Defined teams.
Queue statistics by:
- Assigned queues.
- Queues that are specified in the queue list.
- Defined teams.

Note. Queue lists or teams must be defined before they are available as options under filter statistics.

Monitor Status

When the monitor status is active, real-time statistics are constantly updated. Click the Pause button to freeze the display. Click the Resume button to the restart real-time update.

A text message appears in this section if Supervisor Desktop is unable to perform real-time monitoring.

Statistics

The information that appears in this grid changes slightly based on the selected monitor type: agent or queue statistics.

The following real-time data and functionality are available when users view agent statistics:

The list of agents, who are logged into a queue, that resulted from the selected filter.

Click the agent link to view additional real-time information of the corresponding agent.

See Viewing Agent Details.
The ability to chat with agents if applicable (only available if the agent is logged into a multichannel queue).
The queue to which each agent is connected (separate displays for voice versus multichannel queues).
The queue status, the duration in which the agent remains in this status, and its current unused capacity (duration in status and capacity are only applicable to multichannel queues).
The total time in which the agent has been available (multichannel only) or unavailable since logging into the current queue.

The following real-time data is available when users view queue statistics:

The list of queues that resulted from the selected filter.

Click the queue link to view additional real-time information of the corresponding queue.

See Viewing Queue Details.
Numbers of agents that are configured for each queue, currently signed in, and are available to accept tasks (available agents only applicable for multichannel queues).
Numbers of tasks that have been abandoned by the queue (voice channel only) and are currently queued.
The average wait time to accept tasks and the average duration to finish tasks. The average duration is available to multichannel queues only.

Viewing Agent Details

Access the Realtime Monitoring - Details for <agent name> page.

Monitor Settings

Return to Summary View	Click to return to the previous page where summary agent statistics are displayed.
Configure this Agent	Click to access the Configure Agent component on a new browser window to add or edit the configuration of the selected agent.

Additional Multichannel Statistics

This grid appears if the selected agent is a configured multichannel agent.

Time Since Login	Displays the time duration since the agent signed into a multichannel queue.
Time Not Ready	Displays the duration during which the agent is in a not-ready mode since sign-in. This state is different from being in an unavailable state. This value is updated when the agent's maximum workload is reached (that is, capacity drops to 0 percent) and the server can no longer assign new tasks to this agent.
Time Idle	Displays the duration during which the agent remains idle since sign-in.
Percent Idle	Displays the agent's idle time in percentage.

Additional Voice Statistics

This grid appears if the selected agent is a configured voice agent.

Number Calls Handled	Displays the number of calls that are handled by the agent since sign-in.
Average Queue Time	Displays the average time that calls remain in queue taken by the agent.
Average Call Time	Displays the average time to complete calls by the agent.
Average Hold Time	Displays the average time that calls are put on hold by the agent.

Task Totals (Multichannel only)

Tasks Accepted	Displays the number of tasks of each task type that are accepted by the agent.
Tasks Done	Displays the number of tasks of each task type that are completed by the agent.
Tasks Unaccepted/Escalated	Displays the number of tasks of each task type that are unassigned by the system, either because the agent did not accept them when the system notified the agent through the Multichannel Toolbar or the tasks have been escalated.

Viewing Queue Details

Access the Realtime Monitoring - Details for <queue name> page.

Note. Details for a voice queue are not available. For this reason, voice queues are not hyperlinked in the queue summary display.

Multichannel Detail Statistics

Tasks In Queue	Displays the number of tasks (by task type) that are currently queued.
Tasks Accepted	Displays the number of tasks of each task type that have been accepted since the queue or server starts. This value is incremental only.
Tasks Done	Displays the number of tasks of each task type that are completed. This value is incremental only.
Tasks Escalated	Displays the number of tasks of each task type that have been removed from the queue or the agent's task list and categorized as the escalated timeout type. This value is incremental only.
Tasks Overflowed	Displays the number of tasks of each task type that are removed from the queue and categorized as the overflow timeout type. This value is incremental only.
Most Recent Task Time	Displays the elapsed time of the most recent task in the queue.
Oldest Task Time	Displays the elapsed time of the oldest task.
Average Wait Time	Displays the average wait time for tasks to be accepted in the queue.
Average Duration	Displays the average time that is used to complete tasks in the queue.
Time Since Queue Start	Displays the elapsed time since the server (or a specific queue) starts.

Running Performance Reports and Accessing Dashboards

This section discusses how to run performance reports and access dashboards.

Page Used to Run Performance Reports and Access Dashboards

Page Name	Object Name	Navigation	Usage
Performance Reports	RB_SD_REPORT	MultiChannel, Supervisor Desktop, Performance Reports	Run multichannel communications reports and access dashboards that are configured in Supervisor Desktop.

Running Performance Reports and Accessing Dashboards

Access the Performance Reports page.

Run a Performance Report

Report and Execute

Select a report that you want to generate. Available reports in this field come from the Supervisor Desktop setup for reports.

Click the Execute button to access the run control page of the selected report in a new browser window. Enter report criteria and run the report.

The desktop displays a message if no reports are enabled.

See PeopleSoft Multichannel Communications Reports.

Dashboards

This section displays dashboard links that are enabled in the Supervisor Desktop setup. Click the links to open a new browser window to access the corresponding dashboards directly from Supervisor Desktop.

This section does not appear if no dashboards are enabled.

Approving Emails

This section discusses how to approve emails.

Page Used to Approve Emails

Page Name	Object Name	Navigation	Usage
Email Approval	RB_SD_APPROVAL	MultiChannel, Supervisor Desktop, Email Approval	Approve email. This page lists email (currently pending approval) for this agent to perform individual review or mass approval.

Page Name

Object Name

Navigation

Usage

Email Approval

RB_SD_APPROVAL

MultiChannel, Supervisor Desktop, Email Approval

Approve email.

This page lists email (currently pending approval) for this agent to perform individual review or mass approval.

Approving Emails

Access the Email Approval page.

Next to the page name is the number of email that is pending approval for the signed-in user, who is the email approver defined in the agent's configuration.

Note. The email counts are only updated when you select the page, click the Refresh All Lists toolbar button or click the Refreshbutton on the page.

Email Pending Approval

Submitted Date/Time

Click to access the Outbound Email page to review the content of the outgoing text that needs approval before it is sent to the recipient. You can either approve or disapprove the email.

The system delivers approved emails to their target recipients, and the corresponding worklist entries are marked as complete automatically. Agents are notified if their outgoing emails are being disapproved.

Approve Selected

Click to approve all the selected emails on the list. After these emails are approved, corresponding worklist entries are marked as complete automatically.

The system displays a message if some of the selected emails weren't approved successfully. These emails remain on the list to be further reviewed.

Note. For performance purposes, you can only approve five email messages at a time with this mass approval feature. If you select more than five messages, only the first five are approved. The remainder of the selected email messages continue to be selected so that you can click this button again to approve the next five messages (if more than five are selected).

Refresh

Click to refresh the email list and the number indicator as needed.

Managing Timeout Entries

This section discusses how to:

Manage timeout entries.
View timeout entry detail.

Pages Used to Manage Timeout Entries

Page Name	Object Name	Navigation	Usage
Timeout Administration	RB_SD_TIMEOUT	MultiChannel, Supervisor Desktop, Timeout Administration	Manage timeout entries.
Supervisor Desktop - Timeout Entry Details	RB_SD_TIMEOUT_SEC	Click the timeout date and time link of an entry on the Timeout Administration page.	View timeout entries.

Managing Timeout Entries

Access the Timeout Administration page.

The number shown to the right of the page name indicates the number of pending timeout entries in all queues belonging to the queue list. It is not always the total number of entries that appear in the timeout summary list. This page is unavailable if the user is not configured for multichannel queues.

The queues included in the queue list are defined by clicking the Manage Queue List toolbar button. Before beginning to manage timeout entries, you must add multichannel queues to the queue list.

Important! You should use this page, instead of the pages that are provided by PeopleTools, to manage timeout entries because it contains built-in, PeopleSoft CRM-specific business logic. Failure to use this page can cause potential problems in working with emails that are routed through the Multichannel Toolbar.

Timeout Entry Filter

Queue ID	Select Queue List (which includes all multichannel queues defined on the queue list) or a queue that is specified in the queue list to which timeout entries are filtered.
Timeout Type	Select the type of timeout entry to be listed. Values are Escalation, Overflow, and blank. Specifying no value means that all types are displayed.
Task Type	Select the timeout entries associated with specific types of tasks to be displayed. Options are Email, Chat, Generic and blank. Specifying no value means that timeout entries for any task types are displayed.
Include Closed Timeout Entries	Select to include entries that are marked closed in the list. By default, this check box is cleared, meaning that only unprocessed timeout entries are displayed.

Timeout Entries

The system displays the timeout summary list based on the filtering criteria. You can perform these actions on the entries:

View detail on the Supervisor Desktop - Timeout Entry Details page by clicking the timeout date and time link.
View the task content in the corresponding component by clicking the task type link. This applies to generic and email tasks only.
Close the selected entries, with or without comments.
Resubmit selected entries to their queues (that is, requeue). This applies to generic and email tasks only.
Reassign email entries.

This action applies only to email entries that are type overflow and are not closed. You reassign email entries to a group worklist or an individual the same way that you do from My Worklist or the Email Workspace.
Reassign generic entries.

This action applies only to generic entries that are type overflow and are not closed. You reassign them to another queue and can optionally add a comment about the reassignment.

All the actions, except for viewing entry details, result in the removal of the entries from the timeout list.

Note. If closed entries appear on this summary list, no other functions apply besides viewing the details.

Viewing Timeout Entry Detail

Access the Supervisor Desktop - Timeout Entry Details page.

Use this page to review the timeout information and optionally enter a comment if the entry is not closed.

Configuring Agents

To configure agents, use the Configure Agent (RB_AGT_CONFIG) component.

This section lists common elements and discusses how to:

Define voice queue configuration for agents.
Define multichannel queue configuration for agents.
Define email settings for agents.
Define multichannel toolbar settings for agents.
Copy agent settings.

Note. Administrators should leverage Supervisor Desktop to configure agents. If system managers use the Agent Configuration component (accessible through Supervisor Desktop) to create agents for Computer Telephony Interface (CTI) or universal queue, the system automatically creates the same agent records in the Unified Agent Desktop (or Multichannel Toolbar) Agent Configuration component and PeopleTools.

If you use the PeopleTools pages to create CTI or universal queue agents, the same records are created in the Agent Configuration component that are accessible through Supervisor Desktop. However, these agent records are not automatically available in the Unified Agent Desktop Agent Configuration component.

Common Elements Used in This Section

Popup Mode

Select how the selected task window should appear. Values are:

Automatic.

The window appears automatically.
Manual.

The window appears after the agent accepts the corresponding task from the Multichannel Toolbar.

Top and Left

Enter the distance in pixels from the top and left edge of the screen when the window first appears.

Width and Height

Enter the width and height, in pixels, of the window when it first appears.

Pages Used to Configure Agents

Page Name	Object Name	Navigation	Usage
Configure Agent - Voice Configuration	RB_AGT_CFG_VOICE	MultiChannel, Supervisor Desktop Click the Configure Agent toolbar button, find an agent to be configured or click the Configure this Agent hyperlink while monitoring agent details, and access the Configure Agent - Voice Configuration page. Set Up CRM, Product Related, Multichannel Definitions, Agent Configuration, Search for Agent Find an agent to be configured, and access the Configure Agent - Voice Configuration page.	Specify agent properties for supporting voice tasks, including agent and CTI configuration IDs, window preferences, phone book entries, and status codes.
Configure Agent - Multichannel Configuration	RB_AGT_CFG_MCF	MultiChannel, Supervisor Desktop Click the Configure Agent toolbar button, find an agent to be configured or click the Configure this Agent hyperlink while monitoring agent details, and access the Configure Agent - Multichannel Configuration page. Set Up CRM, Product Related, Multichannel Definitions, Agent Configuration, Search for Agent Look up an agent to be configured and access the Configure Agent - Multichannel Configuration page.	Specify agent properties for supporting multichannel tasks (email, chat, and generic), including queue assignment, supported languages, window preferences, trace setting, status codes, buddy lists, and chat settings.
Configure Agent - Email Configuration	RB_AGT_CFG_ERMS	MultiChannel, Supervisor Desktop Click the Configure Agent toolbar button, find an agent to be configured, and access the Configure Agent - Email Configuration page. Set Up CRM, Product Related, Multichannel Definitions, Agent Configuration, Search for Agent Find an agent to be configured, and access the Configure Agent - Email Configuration page.	Specify default reply to addresses and email approval settings for agents' outgoing emails.
Configure Agent - Miscellaneous Configuration	RB_AGT_CFG_MISC	MultiChannel, Supervisor Desktop Click the Configure Agent toolbar button, look up an agent to be configured or click the Configure this Agent hyperlink while monitoring agent details, and access the Configure Agent - Miscellaneous Configuration page. Set Up CRM, Product Related, Multichannel Definitions, Agent Configuration, Search for Agent Look up an agent to be configured, and access the Configure Agent - Miscellaneous Configuration page.	Specify warning settings to be used on the Multichannel Toolbar.
Agent Configuration - Copy Agent Settings	RB_AGT_CFG_COPY	Click the Copy Settings toolbar button.	Copy settings of the current agent and apply them to another agent.

Defining Voice Queue Configuration for Agents

Access the Configure Agent - Voice Configuration page.

Voice Agent ID and Password

Enter the ID and password to be used by the agent when handling voice tasks.

Configuration ID

Select the name of the configuration that you want to associate with the agent. The configuration ID is the name of the configuration that you created using the CTI component in PeopleTools.

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

Queue

Select the name of the queue that you want to assign to an agent.

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

Toolbar Tracing

Select the level of tracing for voice interface. This information appears in a tracer window that appears when the Multichannel Toolbar starts. Values are 0 - None, 1 - Info, and 2 - Debug.

Note that the higher the level of tracing, the more it affects system performance.

Note. You can set up tracing for both voice and multichannel queues. If the selected levels are different, the deeper level of debugging is used.

Add Voice Agent Detail

Click to add a new voice configuration for the selected agent.

Edit Voice Agent Detail

Click to set the agent configuration in edit mode to update the information.

Delete Voice Agent Detail

Click to delete the current voice configuration.

Note. To delete the agent's voice configuration, you must first click the Edit Voice Agent Detail button before clicking the Delete Voice Agent Detail button. A warning message appears if the agent configuration is not in edit mode when you attempt to delete it.

Extension 1 and Extension 2

Enter the agent's phone extension numbers. These fields disappear after you save the page.

When agents sign in to the PeopleSoft application from a workstation for the first time, the system displays a pop-up window where agents enter their extensions. The values are stored in the cookie of the machine for future use.

Note. The Extension 2 field appears if your CTI system is configured to support two extensions for each agent.

Redial list Size

Enter the maximum number of phone numbers to be stored in the redial list for outbound calls.

Popup Mode

Select when the voice-specific transaction window appears in the Unified Agent Desktop area below the Multichannel Toolbar during the time that the call comes or after the agent answers the call.

See Common Elements Used in This Section.

Phone Number and Description

Enter a frequently dialed phone number to associate with this configuration and add a meaningful description of the phone number.

The system removes all the non-digit symbols (for example, spaces, hyphens, and dots) in this field automatically.

Type

Values are Directory Number and Queue.

A Directory Number (or DN) identifies a telephone set on a PBX (private branch exchange) or in the public network. The caller dials this number to establish a connection to the addressed party. The DN can be a local PBX extension (a local DN) or a public network telephone number.

A queue number identifies an automatic call distributor (ACD) queue or group. Calls to a group are distributed to agents belonging to the group, according to ACD algorithms.

Presence State

Select the state that the selected agent can use to indicate availability on the Multichannel Toolbar. Values are Ready, Not Ready, Work Ready and Work Not Ready.

Reason Code

Select the reason to elaborate the not ready state, for example, out to lunch, on the phone, in a meeting, and so on. Reason code does not apply to the ready state.

Select PeopleTools, MultiChannel Framework, CTI Configuration, CTI and establish reason codes on the Reason Code page.

Defining Multichannel Queue Configuration for Agents

Access the Configure Agent - Multichannel Configuration page.

Auto-Login

Select to allow the selected agent to sign in to the corresponding queue when the agent signs in to the Multichannel Toolbar. Auto-login applies to one multichannel queue only.

Logical Queue and Physical Queue

Enter the name of a logical queue to which this agent is assigned. The agent can sign in to only one queue at a time. After selecting a logical queue, the system assigns a physical queue to the agent automatically.

Note. The expectation is that one physical queue is associated with one logical queue.

Skill Level

Select the skill level of this agent for the tasks assigned for this queue.

The agent is assigned only tasks requiring a skill level less than or equal to the skill level specified here. If there is more than one qualified agent available to accept the task, the queue server gives preference to the agent with the lowest skill level.

Each agent can have a different skill level for each queue to which the agent is assigned.

Max Workload (maximum workload)

Select the maximum load that this agent can be assigned before tasks are held or assigned to other agents.

The cost of each accepted task is added to the agent's current workload. A task is not assigned to an agent if its cost pushes the agent's current workload over the maximum.

Language Code

Select the language(s) that the selected agent supports.

For agents to be able to receive task notifications on the Multichannel Toolbar properly, one of the languages to specify here is the base language of the CRM system to which they sign in.

Set up preferences for the types of window that agents use to perform their tasks. For example, set up Agent to Agent Chat and Agent to Customer Chat windows if agents need to chat with other agents and customers or set up the E-mail window if agents process emails.

See Common Elements Used in This Section.

Window Type	Select the window to which the specified configuration applies. Values are: Agent to Agent Chat. Agent to Customer Chat. E-mail. Generic Alert. Grab URL.
Accept Mode	Select how to accept tasks belonging to the chat-related window type. Values are: Automatic. For agent to agent chat, select automatic to accept chat tasks as soon as the chat window appears. For agent to customer chat, the accept mode is always automatic, regardless of the window popup mode. Manual. For agent to agent chat, if both the popup mode and accept mode are manual, the agent must click the link on the Multichannel Toolbar to view the window and the icon to accept the task. If the popup mode is automatic and the accept mode is manual, the agent sees the window appearing automatically. The manual accept mode gives the agent time to view the task content before taking or rejecting it. Clicking the icon accepts the task.
Unassigned Task Action	Select from the following the action that occurs when a task assigned to an agent is unassigned: Prompt whether to close window (default). Close the task window. Do not close the task window.
Toolbar Tracing	Select from the following log trace levels: 0 - None 1 - Information 2 - Debug If you select a value other than 0 — None, a tracer window appears to display activities and events on the MultiChannel Toolbar for debugging purposes. Note. You can set up tracing for both voice and multichannel queues. If the selected levels are different, the deeper level of debugging is used.

You specify the set of presence states that the selected agent uses for the multichannel queue. Options are Available, Unavailable, and Assumed Unavailable.

Do not enter duplicate presence states.

Response ID

Responses, except those identified by Other, are linked to specific events. These responses, except for those identified Other, are always sent on these events from this agent. If an agent does not have a configured response for a specific event, it is read from a default response that is set in the Message Catalog. The response text that is set here overrides the default text that is set in the Message Catalog.

Values are:

Abandon: A chat is abandoned when a chat initiator closes the chat window before the chat is accepted by an agent. This message appears when the agent accepts the abandoned chat.

Accept: This greeting is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that does not include a question.

Answer Question: This greeting is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that includes a question.

Deny: This applies to collaborative chat only. If an agent elects not to accept a chat, this message is automatically sent to the chat initiator.

End: If either party quits a chat after the chat is accepted, this message appears from the agent.

Forward: If the agent forwards a chat session to another queue, this message is sent to the customer.

Other: These messages are never automatically sent in a chat session. Their message names appear in the Template Messages drop-down list box on the agent chat page. These messages are appended to the template messages (chat responses) that are defined for the queue.

Response Name

Enter the name for the response that appears in the agent's template response drop-down list box.

Response Text

Enter the response text to appear in the chat window.

URL Name

Enter the name of the URL that appears on the agent's URL drop-down list box.

URL

Enter a static URL to be pushed during chat sessions.

All static URLs that are defined for the agent are downloaded when the agent launches the chat workspace by accepting a customer chat.

If you send a PeopleSoft Pure Internet Architecture URL, be sure that the recipient has permissions to access that portal, node, or page.

Agent Buddy

Enter the user ID of an agent with whom this agent can have a chat session or can ask to conference onto another chat.

Refer to the Configuring MCF Agents chapter on Enterprise PeopleTools PeopleBook: PeopleSoft MultiChannel Framework for more information on agent definition.

Defining Email Settings for Agents

Access the Configure Agent - Email Configuration page.

Reply-To Settings

You can specify email configuration for agents on this page or on the Agent Setup page under Set Up CRM, Common Definitions, Correspondence, Agent Setup.

Group Worklist	This field is the same as the Reply To Group Worklist field on the Agent Setup page.
External Email Address	This field is the same as the External Reply Address field on the Agent Setup page.
Internal Email Address	This field is the same as the Internal Reply Address field on the Agent Setup page.
Internal HR Email Address (internal human resources email address)	This field is the same as the Internal HR Reply Address field on the Agent Setup page.

Outbound Email Approval Settings

Approval Frequency	Select the frequency of sending the agent’s outgoing emails to an approver for review before they are sent to customers. You can send all of them, 1 out of X number of composed emails, or none. These values are translate values that are predefined in the system.
Approver Name	Enter the name of the worker who must approve all outbound emails that are sent by this agent based on the specified frequency. If you leave this field blank, no approvals are necessary. Otherwise, emails that are pending approval are automatically routed to the approver's worklist.

See Defining User Settings.

Defining Multichannel Toolbar Settings for Agents

Access the Configure Agent - Miscellaneous Configuration page.

The information that you specify on this page for agents can also be defined on the Unified Agent Desktop Agent Configuration page.

See Pages Used to Configure Agents for Unified Agent Desktop.

Copying Agent Settings

Access the Agent Configuration - Copy Agent Settings page.

Target Agent ID

Enter the user ID of another agent whose configuration is to be a copy of the current agents configuration.

Voice Settings, Multichannel Settings, and Email Settings

Select the settings from the current configuration to be copied to the target agent.

Note. Only the settings that are not already populated in the target agent's configuration can be copied. In other words, you cannot overwrite settings.

Managing Teams and Queues

This section discusses how to:

Define teams.
Manage the queue list.

Pages Used to Manage Teams and Queues

Page Name	Object Name	Navigation	Usage
Supervisor Desktop - Team Definition	RB_SD_TEAM_DFN	MultiChannel, Supervisor Desktop Click the Define Teams toolbar button.	Define teams and add team members to be used as filters in real-time monitoring.
Supervisor Desktop - Queue List	RB_SD_QUEUE_LIST	MultiChannel, Supervisor Desktop Click the Manage Queue List toolbar button.	Select queues to be included in the queue list whenever the queue list is referenced on Supervisor Desktop. Queue list can be used as a filter in real-time monitoring and for timeout administration.

Page Name

Object Name

Navigation

Usage

Supervisor Desktop - Team Definition

RB_SD_TEAM_DFN

MultiChannel, Supervisor Desktop

Click the Define Teams toolbar button.

Define teams and add team members to be used as filters in real-time monitoring.

Supervisor Desktop - Queue List

RB_SD_QUEUE_LIST

MultiChannel, Supervisor Desktop

Click the Manage Queue List toolbar button.

Select queues to be included in the queue list whenever the queue list is referenced on Supervisor Desktop. Queue list can be used as a filter in real-time monitoring and for timeout administration.

Defining Teams

Access the Supervisor Desktop - Team Definition page.

Team List

Add Team

Click to create a team. Enter the team name and associated members in the Team Details group box.

After you save a team, it is listed in this team list. Click the team's active link to view and update its definition in the Team Details group box.

Team Details

Team Name

Enter the name of the team to create. Each team name must be unique.

Note. Team definitions are personalizations of Supervisor Desktop and are not shared among users. Therefore, uniqueness is only within an agent's personalization of Supervisor Desktop.

Agent's User ID

Select the user ID of an agent who you want to add to this team. The agent's name appears in the description automatically.

Include Multichannel Queues and Include Voice Queues

Select to include any multichannel and voice queues that are associated with this agent in the agent configuration.

If this agent does not have a multichannel configuration, or the user who defines this team does not have access to the queues that are specified in the agent's configuration, the corresponding check box does not appear.

The same is true for voice queues. The check box to include voice queues does not appear if this agent does not have a voice configuration.

The system requires that at least one type of queue (multichannel or voice) must be included for an agent to be included in a team definition.

Managing the Queue List

Access the Supervisor Desktop - Queue List page.

The queue list becomes read-only after you save this page.

Queue Type

Select the type of queue. The selected queue type controls the actual queues that you can choose from the Queue field. Values are Multichannel and Voice (if the user is configured as an agent).

Queue

Select a queue of the selected queue type to be included in the queue list. The cluster ID (if any) to which this queue belongs appears automatically.

All the listed queues are included when monitoring or performing timeout administration until you clear the Enabled check box or delete the entry from the queue list.

Personalizing Supervisor Desktop

This section discusses how to personalize supervisor desktop.

Page Used to Personalize Supervisor Desktop

Page Name	Object Name	Navigation	Usage
Supervisor Desktop - Preferences	RB_SD_USER_PREF	Click the Preferences button on Supervisor Desktop.	Define default monitor settings and different service level alerts for real-time monitoring.

Personalizing Supervisor Desktop

Access the Supervisor Desktop - Preferences page.

Default Monitor Type

Select the value of the monitor type that is used when you open Supervisor Desktop initially. Choose from Queue Statistics and Agent Statistics. By default, this field value comes from the Supervisor Desktop setup data.

Default Monitor Filter By

Select the value of the monitor filter that is used when you open to Supervisor Desktop initially. Choose from Assigned Queues, Queue List and Team. By default, this field value comes from the Supervisor Desktop setup data.

Monitor Alert Color

Select the color that is used to highlight service-level threshold crossing on Supervisor Desktop. By default, this field value comes from the Supervisor Desktop setup data.

Agent Statistics Settings

Time in State Exceeds	Select and enter the time length that causes an alert to appear on Supervisor Desktop if the actual time frame during which agents remain in the same state is longer than this threshold value.
Available Queue Time Exceeds	Select and enter the time length that causes an alert to appear on Supervisor Desktop if the time that a agent remains available is longer than this threshold value.
Unavailable Queue Time Exceeds	Select and enter the time length that causes an alert to appear on Supervisor Desktop if the time that a agent remains unavailable is longer than this threshold value.

Queue Statistics Alerts

Number of Agents Logged On Falls Below	Select and enter the number that causes an alert to appear on Supervisor Desktop if the actual number of signed in (available or unavailable) agents is lower than this threshold value.
Number of Agents Available Falls Below	Select and enter the number that causes an alert to appear on Supervisor Desktop if the actual number of available agents is lower than this threshold value.
Number of Tasks Abandoned Exceeds	Select and enter the number that causes an alert to appear on Supervisor Desktop if the actual number of abandoned tasks is higher than this threshold value.
Number of Tasks In Queue Exceeds	Select and enter the number that causes an alert to appear on Supervisor Desktop if the actual number of tasks in a queue is higher than this threshold value.
Average Queue Wait Time Exceeds	Select and enter the time length that causes an alert to appear on Supervisor Desktop if the average wait time of a queue is longer than this threshold value.
Average Task Duration Exceeds	Select and enter the time length that causes an alert to appear on Supervisor Desktop if the average time to finish a task is longer than this threshold value.

Voice Agent ID and Password	Enter the ID and password to be used by the agent when handling voice tasks.
Configuration ID	Select the name of the configuration that you want to associate with the agent. The configuration ID is the name of the configuration that you created using the CTI component in PeopleTools. See Enterprise PeopleTools PeopleBook: PeopleSoft MultiChannel Framework, “Configuring PeopleSoft CTI.”
Queue	Select the name of the queue that you want to assign to an agent. See Enterprise PeopleTools PeopleBook: PeopleSoft MultiChannel Framework, “Configuring PeopleSoft CTI.”
Toolbar Tracing	Select the level of tracing for voice interface. This information appears in a tracer window that appears when the Multichannel Toolbar starts. Values are 0 - None, 1 - Info, and 2 - Debug. Note that the higher the level of tracing, the more it affects system performance. Note. You can set up tracing for both voice and multichannel queues. If the selected levels are different, the deeper level of debugging is used.
Add Voice Agent Detail	Click to add a new voice configuration for the selected agent.
Edit Voice Agent Detail	Click to set the agent configuration in edit mode to update the information.
Delete Voice Agent Detail	Click to delete the current voice configuration. Note. To delete the agent's voice configuration, you must first click the Edit Voice Agent Detail button before clicking the Delete Voice Agent Detail button. A warning message appears if the agent configuration is not in edit mode when you attempt to delete it.

Auto-Login	Select to allow the selected agent to sign in to the corresponding queue when the agent signs in to the Multichannel Toolbar. Auto-login applies to one multichannel queue only.
Logical Queue and Physical Queue	Enter the name of a logical queue to which this agent is assigned. The agent can sign in to only one queue at a time. After selecting a logical queue, the system assigns a physical queue to the agent automatically. Note. The expectation is that one physical queue is associated with one logical queue.
Skill Level	Select the skill level of this agent for the tasks assigned for this queue. The agent is assigned only tasks requiring a skill level less than or equal to the skill level specified here. If there is more than one qualified agent available to accept the task, the queue server gives preference to the agent with the lowest skill level. Each agent can have a different skill level for each queue to which the agent is assigned.
Max Workload (maximum workload)	Select the maximum load that this agent can be assigned before tasks are held or assigned to other agents. The cost of each accepted task is added to the agent's current workload. A task is not assigned to an agent if its cost pushes the agent's current workload over the maximum.
Language Code	Select the language(s) that the selected agent supports. For agents to be able to receive task notifications on the Multichannel Toolbar properly, one of the languages to specify here is the base language of the CRM system to which they sign in.

Response ID	Responses, except those identified by Other, are linked to specific events. These responses, except for those identified Other, are always sent on these events from this agent. If an agent does not have a configured response for a specific event, it is read from a default response that is set in the Message Catalog. The response text that is set here overrides the default text that is set in the Message Catalog. Values are: Abandon: A chat is abandoned when a chat initiator closes the chat window before the chat is accepted by an agent. This message appears when the agent accepts the abandoned chat. Accept: This greeting is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that does not include a question. Answer Question: This greeting is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that includes a question. Deny: This applies to collaborative chat only. If an agent elects not to accept a chat, this message is automatically sent to the chat initiator. End: If either party quits a chat after the chat is accepted, this message appears from the agent. Forward: If the agent forwards a chat session to another queue, this message is sent to the customer. Other: These messages are never automatically sent in a chat session. Their message names appear in the Template Messages drop-down list box on the agent chat page. These messages are appended to the template messages (chat responses) that are defined for the queue.
Response Name	Enter the name for the response that appears in the agent's template response drop-down list box.
Response Text	Enter the response text to appear in the chat window.
URL Name	Enter the name of the URL that appears on the agent's URL drop-down list box.
URL	Enter a static URL to be pushed during chat sessions. All static URLs that are defined for the agent are downloaded when the agent launches the chat workspace by accepting a customer chat. If you send a PeopleSoft Pure Internet Architecture URL, be sure that the recipient has permissions to access that portal, node, or page.

Default Monitor Type	Select the value of the monitor type that is used when you open Supervisor Desktop initially. Choose from Queue Statistics and Agent Statistics. By default, this field value comes from the Supervisor Desktop setup data.
Default Monitor Filter By	Select the value of the monitor filter that is used when you open to Supervisor Desktop initially. Choose from Assigned Queues, Queue List and Team. By default, this field value comes from the Supervisor Desktop setup data.
Monitor Alert Color	Select the color that is used to highlight service-level threshold crossing on Supervisor Desktop. By default, this field value comes from the Supervisor Desktop setup data.