Training by role
Supervisor guide
A supervisor's day: watch queues and agents, listen, whisper and barge, supervise chats, handle live alerts, coach with QA and read the day's reports.
Watch the video
Steps
Know what a supervisor sees
Your role decides the pages in your menu. A supervisor usually has Supervisor, Chat supervision, Call quality, Wallboard, Alerts, Live alerts, Quality, Reports and Analytics. A page whose feature is switched off for you is not listed. If one is missing, your administrator can change your role or Feature access: see Roles, network limits and API tokens.
Start of shift: check the desk
Open Supervisor. Today shows the day's figures so far. Under Queues, read how much work is waiting, offered and assigned, the oldest wait and the expected wait. Under Agents, check who is signed in and in which state. Check the status page if anything looks wrong.
Put the wallboard on a screen
Open Wallboard for the live queues and agents. TV mode hides the menus and enlarges the figures for a wall screen; Full screen fills it. See Wallboards.
Watch agents through the shift
Use Filter agents by state to find agents who are Not ready, Offline or Not responding. An agent is Not responding when offers went unanswered; they set themselves Ready again on their Workspace. If an agent has left their desk online, choose Log out on their row to take them offline.
Listen, whisper or barge on a call
An agent who is on a call has three buttons on their row. Listen lets you hear the call without being heard. Whisper lets you speak to the agent only. Barge joins the call so the customer hears you. Your browser phone carries the audio, so it must be Registered. With live transcripts on, Transcript shows the call's words as they are spoken: see Live transcripts.
Supervise chats
Open Chat supervision for live digital conversations. Open shows one read-only: nothing you do there is sent to the customer. Send whisper writes a note that only the assigned agent and supervisors see. To take the conversation yourself, choose Take over this conversation, then Yes, take over.
Handle live alerts
Open Live alerts for conversations in progress that need you: sharp negative sentiment, escalation words and the desk's keywords, long waits for a reply and repeat contacts. Open takes you to the conversation in Chat supervision, where you whisper or take over. Then choose Acknowledge or Dismiss. See Live alerts.
Set threshold alerts
On Alerts, choose New rule, pick the Metric (for example queue wait or abandon rate), the Threshold and the Queue, and choose Create rule. A rule fires after the number of consecutive breaches you set and shows in the console and on the wallboard.
Score conversations with QA
Open Quality. Under Score a conversation or call, choose the scorecard, paste the conversation's id and choose Start scoring. Answer each question, then Submit score. The Team table shows each agent's average and trend. See Score conversations and coach agents with QA scorecards.
Coach your agents
On an agent's page in Quality, write in Note to the agent, pick the scored conversation it is about and choose Add note. The agent reads it on My quality and acknowledges it. Goals, contests and coaching sessions are on Goals and contests: see Goals, contests and coaching.
End of day: read the reports
Open Reports, choose the Report (by channel, queue, agent or campaign), the From and To dates and choose Show. Download CSV takes the table into a spreadsheet. Queue analytics and Agent analytics show trends, service level and abandons. See Reports, usage and spend and Analytics and dashboards.
Good to know
- If your phone system is not connected, a listen, whisper or barge request is recorded but there is no audio.
- Taking over a chat needs an agent record on your user. Without one, ask your administrator to create you as an agent on Agents and extensions.
- A whisper in Chat supervision is never sent to the customer. A chat you take over is withdrawn from the agent and assigned to you.
- Automatic QA scores are advisory: they are never shown to the agent or counted in their figures until a person has reviewed them.
- A page whose feature is off shows Not available. Your administrator switches features on for the account, a team or a person on Feature access.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.