{"id":3257,"date":"2025-05-24T14:59:37","date_gmt":"2025-05-24T14:59:37","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&#038;p=3257"},"modified":"2025-05-24T15:18:21","modified_gmt":"2025-05-24T15:18:21","slug":"supervisor","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/call-center\/call-center-v-1-x-x\/authentication\/users\/supervisor\/","title":{"rendered":"Supervisor"},"content":{"rendered":"<p>Team leader responsible for monitoring and supporting agents.<\/p>\n\n\n\n<p><strong>Responsibilities:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Monitor real-time performance of agents.<\/li>\n\n\n\n<li>Generate reports for their team.<\/li>\n\n\n\n<li>Handle escalations from agents.<\/li>\n\n\n\n<li>Schedule shifts or breaks.<\/li>\n<\/ul>\n\n\n\n<p><strong>Access Level:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Medium-level access.<\/li>\n\n\n\n<li>Can view and manage agents assigned to the same queue.<\/li>\n\n\n\n<li>May have some limited configuration privileges depending on the system.<\/li>\n<\/ul>\n\n\n\n<p><strong>configuration<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enable the supervisor button from user settings.<\/li>\n\n\n\n<li>Select the supervisor group.<\/li>\n\n\n\n<li>Follow other steps from <a href=\"https:\/\/wiki.xontel.com\/ar\/documentation\/call-center\/authentication\/users\/\" data-type=\"page\" data-id=\"17\">here<\/a>.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-vivid-red-color has-text-color has-link-color wp-elements-6208fc8be7b26962dd9d72de7d1ce84d\"><strong>A supervisor can also act as an agent and receive calls if the Agent option is enabled in the user configuration.<\/strong><br><\/p>\n\n\n\n<p><\/p>","protected":false},"author":1,"featured_media":0,"parent":3005,"menu_order":2,"template":"","manualdocumentationcategory":[16],"manual_doc_tag":[],"class_list":["post-3257","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-doc-demo-articles"],"_links":{"self":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/3257","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":3,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/3257\/revisions"}],"predecessor-version":[{"id":3270,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/3257\/revisions\/3270"}],"up":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/3005"}],"wp:attachment":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/media?parent=3257"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manualdocumentationcategory?post=3257"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_doc_tag?post=3257"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}