Engage Voice: Supervisor Basics

Engage Voice: Supervisor Basics

If you are a supervisor responsible for monitoring contact center agents, this course helps you get started with how to leverage supervisor features within the Agent Interface of RingCentral Engage Voice.

About this course

Overview

If you are a supervisor responsible for monitoring contact center agents, this course helps you get started with how to leverage supervisor features within the Agent Interface of RingCentral Engage Voice. You will learn how to quickly access call details for effective agent monitoring and coaching. You will also become familiar with tools for reviewing real-time agent performance for improved call handling and team management.


Objectives

  • Access and navigate the Agent interface
  • Leverage the Supervisor Console
  • Monitor agent call details
  • Coach agents with call controls
  • Disconnect agents from active calls
  • Leverage the Real-Time dashboard for agent monitoring

Agenda

  • Introducing RingCentral Engage Voice
    • Key benefits
  • Accessing and navigating the Agent Interface
    • Login and session details
    • Basic navigation and menu options
  • Using the Supervisor Console feature
    • Agent call status (view and change columns)
    • Silent agent monitoring
    • Agent whisper (coach agents)
    • Barge-in (take over calls)
  • Disconnecting agents
  • Leveraging the real-time dashboard for agent monitoring

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

Please note that there is a noticeable change in audio at the beginning of each module. This is due to the limitations of the COVID-19 situation. At the earliest opportunity, this will be corrected.

Engage Voice: Supervisor BasicsLevel 1

  • Introduction to Supervisor Basics 1 min
  • Accessing and Navigating the Agent Interface 1 min
  • Using the Supervisor Console 15 min
  • Chatting with Agents 4 min
  • Leveraging the Real Time Dashboard 4 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Engage Voice: Supervisor: Getting Started 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

If you are a supervisor responsible for monitoring contact center agents, this course helps you get started with how to leverage supervisor features within the Agent Interface of RingCentral Engage Voice. You will learn how to quickly access call details for effective agent monitoring and coaching. You will also become familiar with tools for reviewing real-time agent performance for improved call handling and team management.


Objectives

  • Access and navigate the Agent interface
  • Leverage the Supervisor Console
  • Monitor agent call details
  • Coach agents with call controls
  • Disconnect agents from active calls
  • Leverage the Real-Time dashboard for agent monitoring

Agenda

  • Introducing RingCentral Engage Voice
    • Key benefits
  • Accessing and navigating the Agent Interface
    • Login and session details
    • Basic navigation and menu options
  • Using the Supervisor Console feature
    • Agent call status (view and change columns)
    • Silent agent monitoring
    • Agent whisper (coach agents)
    • Barge-in (take over calls)
  • Disconnecting agents
  • Leveraging the real-time dashboard for agent monitoring

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

Please note that there is a noticeable change in audio at the beginning of each module. This is due to the limitations of the COVID-19 situation. At the earliest opportunity, this will be corrected.

Engage Voice: Supervisor BasicsLevel 1

  • Introduction to Supervisor Basics 1 min
  • Accessing and Navigating the Agent Interface 1 min
  • Using the Supervisor Console 15 min
  • Chatting with Agents 4 min
  • Leveraging the Real Time Dashboard 4 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Engage Voice: Supervisor: Getting Started 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey