With the latest release of PBXware and the introduction of the Omnichannel module in our Contact Center edition, many new features have become available. In this article, we will shortly cover some of them in regards to our Supervisor edition application.
Login Changes
The Supervisor edition with the Omnichannel module now requires logging in as an agent with appropriate credentials, including the agent number (required) and agent PIN (optional).
Within the renewed Agent panel, every Supervisor needs to identify themselves as an Agent by entering additional credentials:
- Agent number assigned to the Supervisor (required)
- Agent PIN (optional)
These changes are implemented in order to address permission based privacy issues supervisors had by being able to monitor all agents and queues from the system. The renewed Agent panel allows supervisors to monitor only queues and agents they are in charge of. To achieve this, supervisors need to be added as members to the queues they need to monitor.
Note: These changes are not applicable to the Supervisor panel which will continue to be the main source of rich information related to voice queues and other calls related statistics.
With the recent update, supervisors logging in will now find themselves automatically set to an ‘Offline’ state. This change aims to enhance user focus by restricting the receipt of voice conversations. It also applies to messaging conversations by preventing automatic assignments and transfers of conversations. Despite being in the ‘Offline’ state, supervisors retain the capability to view and manage conversations in the ‘Unassigned’ section. Additionally, they can manually handle LiveChat,
SMS and Email conversations, offering enhanced control over their workflow.
Even while in this ‘Offline’ state, supervisors will maintain full access to all functions, including monitoring conversations, utilizing the dashboard, banning/unbanning customers, and managing both active and closed conversations.
Users must click the ‘Agent Login’ button in the agent profile section to begin receiving voice calls and messaging requests. A confirmation window will prompt them to confirm their login.
Suppose a supervisor wishes to be available for voice calls but prefers not to handle messaging requests. In that case, the admin can easily achieve this by setting the capacity to 0 within the PBX system for that supervisor. This way, the supervisor will be online and capable of receiving calls without being involved in messaging interactions.
If users attempt to log in without entering an agent number, they’ll successfully access the app’s main page, but they won’t be able to use or activate the Agent panel. However, the Supervisor panel will remain accessible for use.
Features
Users can add multiple contacts simultaneously by uploading a CSV file. To initiate the CSV upload process, users should select the ‘Import File’ option, attach the file and click the ‘Upload’ button. This feature is exclusive to the Supervisor edition.
The ability to assign/supervise conversations, status changes, conversation transfers, file sharing, and emojis.
The reworked panel is a valuable tool designed to enhance the efficiency of customer service agents by consolidating essential features into a single, user-friendly window. It simplifies handling multiple calls, feedback forms, CRM popups, callbacks, collaboration with fellow agents, and queue management.
The Agent/Supervisor Panel streamlines operations by integrating the phone dialer, phone-related settings, and Omni-channel capabilities within the same window. This eliminates the need for agents to switch between multiple windows when managing calls or various communication channels. With all necessary tools accessible in one central location, agents can enjoy a more streamlined and efficient workflow.
This is the basic coverage of the changes and features in the latest version of the Supervisor edition.
For more detailed information, please see the Release Notes and Change Logs on the link below:
https://www.bicomsystems.com/download#glocom