Team leader responsible for monitoring and supporting agents.
Responsibilities:
- Monitor real-time performance of agents.
- Generate reports for their team.
- Handle escalations from agents.
- Schedule shifts or breaks.
Access Level:
- Medium-level access.
- Can view and manage agents assigned to the same queue.
- May have some limited configuration privileges depending on the system.
configuration:
- Enable the supervisor button from user settings.
- Select the supervisor group.
- Follow other steps from here.
A supervisor can also act as an agent and receive calls if the Agent option is enabled in the user configuration.