Supervisor Monitoring, Coaching, and Assist

Supervisors can now monitor live chat and messaging transcripts to monitor performance and assist agents in real-time. Supervisors can send private messages to coach agents through an engagement or join publicly as an active participant and assist the customer directly.

Supervisors can identify and act on performance issues in real time, improving agent training and onboarding by helping them at the point of need.

Steps to Enable

This feature is now available in the Supervisor Dashboard with no further setup. Follow the steps below to get started with the Supervisor Dashboard.

Digital Engagement Channels must be enabled to use this feature. See the Enable Digital Engagement Channels section of the Supervisor Dashboard Enablement playbook for information on how to opt in.

To view the Supervisor Dashboard card on the Service Center springboard, use Service Center to associate one of the following roles to the user:

  • Engagement Channel Application Administrator
  • Engagement Channel Supervisor

The following steps must also be completed in IDCS:

  1. Navigate to your Engage instance within the Oracle Cloud Services Identity Domain.
  2. Select Application roles from the Resources list.
  3. Associate the Engagement Service Administrator group with the Oracle Engagement Service Administrator application role.
  4. Associate the Engagement Channel Supervisor group to the Oracle Engagement Service Supervisor application role.

Before supervisors can use the dashboard, a user with the Engagement Channel Application Administrator role must open the dashboard and complete the onboarding flow.

Tips And Considerations

  • Anyone with a supervisor role can monitor any agent.
  • Only one supervisor can monitor an agent at a time.
  • Agents will be notified when a supervisor is monitoring their engagements.
  • Supervisors cannot have monitoring open in more than one browser tab at a time.
  • When an engagement is transferred to another agent, the monitoring session will be ended. To continue monitoring, the supervisor will need to reopen the engagement and start monitoring the new agent.

Key Resources

This feature requires the Supervisor Dashboard to be enabled.

For more information see the Supervisor Dashboard Enablement playbook.

Access Requirements

One of the following roles is required to access the dashboard and use this feature:

  • Engagement Channel Application Administrator
  • Engagement Channel Supervisor

To assign roles see the "Roles" section in the Security Reference guide.