Supervisor Role
Introduction
Important
As of A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. DC2024.01 whenever a supervisor joins or leaves an ongoing call a discrete audio tone will be played to the Agent to alert them of the change in presence of a supervisor.
A Supervisor can monitor or join an active audio conversation. The available supervisor actions depend on the client platform and bundle version. The Supervisor functionality of AnywhereNow might be useful to train new co-workers, review conversations, or provide support during audio calls.
Note
The bundle boundaries and silent Listen, Whisper, Talk, and TakeOver behavior below apply to Dialogue Cloud Neo (Connect). With Dialogue Cloud Neo (Unify), the supervisor joins unmuted; Whisper and TakeOver are not available.
Supervisor action availability in WebAgent depends on the bundle version:
Read more
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Before DC2023.03, only Listen is available, and only for inbound A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. audio calls to an agent.
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From DC2023.03, Whisper, Talk, and TakeOver are also available, but only for inbound UCC audio calls to an agent.
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From DC2025.01, in WebAgent, all supervisor actions (Listen, Whisper, Talk, and TakeOver) are also available on outbound calls-in-progress by an agent.
In order to provide a user the UCC Supervisor rights, its In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). address and Phone URI should be added to the Supervisor list.
Supervisor can join audio calls using:
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Snapper application, see: Snapper for Microsoft Teams User Guide
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WebAgent application, see: WebAgent User Guide for Supervisor
Introduced in DC2023.02
Note
Before DC2025.01, supervisors can use WebAgent only on inbound audio dialogues between customers and agents. From DC2025.01, WebAgent also supports supervisor actions on outbound calls handled by an agent.
Dialogues in Delight Consult, Consult, or already being supervised by another supervisor cannot be joined.
For more information on supervisor scenarios, see: Getting started as Supervisor
Explanation per field
In order to manage Supervisors, the following screen should be filled in:
| Item | Description |
|---|---|
| Supervisor | This field represents the UPN address of the Supervisor, for example: sip:user@domain.com Note Make sure there are no spaces behind the address. |
| PhoneURI | This field represents the Phone URI of the Supervisor, for example: tel:+31612345678 Note The value must be in The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) format. |
| UPN |
Population syntax of the UPN field depends on the Bundle level being used.
If Bundle is lower than DC2023.04e: UPN must be empty or look-alike of the Supervisor field (i.e. the sip address without the "sip:" prefix, which is technically not the Formerly known as Azure Active Directory (or Azure AD, or AAD) UPN). If Bundle is equals to or higher than DC2023.04e: The UPN of a Supervisor can now have a different syntax as the sip address and recognition of the supervisor will be recognized correctly (i.e. the true Microsoft Formerly known as Azure Active Directory (or Azure AD, or AAD) UPN of the supervisor). |
Supervisor mode audio paths
Below the scenario for a Supervisor is presented.
Scenario: Supervisor joins to the Call
Supervisor can join a call in Listen, Whisper, Talk or TakeOver mode.
Listen
- Two-way audio between Agent and Customer
- One-way audio from Agent to Supervisor
- One-way audio from Customer to Supervisor
Whisper
- Two-way audio between Agent and Customer
- Two-way audio between Agent and Supervisor
- One-way audio from Customer to Supervisor
Talk
- Two-way audio between Agent and Customer
- Two-way audio between Agent and Supervisor
- Two-way audio between Customer and Supervisor
TakeOver
- One-way audio from Customer to Agent
- One-way audio from Supervisor to Agent
- Two-way audio between Customer and Supervisor
Create/Edit/Remove item
Item can be created, edited or removed.
Warning
Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.
Create Item
- Open the list.
- Select the Add new item button.
- Enter the correct data in the window that appears.
- Select the Save button.
Edit Item
- Open the list.
- Tick the respective item.
- Select the “Edit Properties” button.
- Enter the correct data in the window that appears.
- Select the “Save” button.
Remove Item
- Open the list.
- Tick the respective item
- Select the “Delete Item” button.