Engage Digital: Supervisor Basics

Engage Digital: Supervisor Basics

As a supervisor, this course will help you get started with how to use the Supervision Console of the Engage Digital platform for effective agent monitoring and performance measurement.

About this course

Overview

As a supervisor, this course helps you get started with using the Supervision Console of RingCentral Engage Digital for effective agent monitoring and performance measurement. You will learn how to use the Agent and Channels views to review tasks and activity details in real-time. You will also learn to access and update an agent’s current status and directly assign or reassign interventions for increased channel productivity.


Objectives

  • Access and navigate the Engage Digital Supervision Console
  • Review message statuses and processing lifecycle
  • Use the Agent view for monitoring agent activities
  • Use the Channel view for monitoring global channel activities
  • Transfer and redistribute tasks
  • Measure performance

Agenda

  • Solution overview
    • Introduction to RingCentral Engage Digital
    • Message status and processing lifecycle
  • Accessing the Supervision Console
    • Agent view
    • Channels view
    • Data filters
    • Agent activity and metrics
  • Monitoring agents and updating availability
    • Task view inspection
    • Task rerouting and redistribution
    • Priority score details
  • Measuring performance
    • Real time dashboard
    • Reports for activity tracking, volume details, and quality measurement

Copy this link to share this course: https://university.ringcentral.com/series/engage-digital-supervisor/engage-digital-supervisor-basics

Engage Digital: Supervisor BasicsLevel 1

  • Introduction to Supervisor Basics 3 min
  • Navigating the Supervision Console 5 min
  • Monitoring Agents 19 min
  • Downloadable Agenda 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

As a supervisor, this course helps you get started with using the Supervision Console of RingCentral Engage Digital for effective agent monitoring and performance measurement. You will learn how to use the Agent and Channels views to review tasks and activity details in real-time. You will also learn to access and update an agent’s current status and directly assign or reassign interventions for increased channel productivity.


Objectives

  • Access and navigate the Engage Digital Supervision Console
  • Review message statuses and processing lifecycle
  • Use the Agent view for monitoring agent activities
  • Use the Channel view for monitoring global channel activities
  • Transfer and redistribute tasks
  • Measure performance

Agenda

  • Solution overview
    • Introduction to RingCentral Engage Digital
    • Message status and processing lifecycle
  • Accessing the Supervision Console
    • Agent view
    • Channels view
    • Data filters
    • Agent activity and metrics
  • Monitoring agents and updating availability
    • Task view inspection
    • Task rerouting and redistribution
    • Priority score details
  • Measuring performance
    • Real time dashboard
    • Reports for activity tracking, volume details, and quality measurement

Copy this link to share this course: https://university.ringcentral.com/series/engage-digital-supervisor/engage-digital-supervisor-basics

Engage Digital: Supervisor BasicsLevel 1

  • Introduction to Supervisor Basics 3 min
  • Navigating the Supervision Console 5 min
  • Monitoring Agents 19 min
  • Downloadable Agenda 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey