Contact center overview for supervisors with AT&T Collaborate

As a contact center supervisor for the AT&T Collaborate SM service, you can view information about your company’s contact centers and the agents assigned to each one. In a contact center, you can monitor:

• Other supervisors
• Agents
• Agents’ calls
• Call statistics for contact centers and agents, such as average call length and wait time. You can also schedule reports that include these statistics.

Contact centers and agents
Manage agents’ calls
Manage queues

Contact centers and agents

You can view contact centers and agents.

Find contact centers for your company

• On the Collaborate homepage, under Programs, click Open Contact Center Web Console. The contact center program opens in a new window.

Now you’re ready to manage a contact center’s call queues and monitor agents. As you work, make sure the Contact Center Supervisor Web Client is open.

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Manage agents’ calls

From the Contact Center homepage, under Contacts, you can:

• Select agents to monitor
• View and manage agents’ call availability
• View agents’ call status
• Answer agents’ calls, and more

Note: If an agent isn’t assigned to a contact center, the agent’s status icon appears inactive.

Select agents to monitor

1. On the Contact Center homepage, under Contacts, expand Agents, and then click the Edit icon (). The Edit Monitored Agents window opens.
2. Select the agents you want to monitor, and then click Save.

Change an agent’s availability

1. On the Contact Center homepage, under Contacts, expand Agents.
2. Select an agent, and then click Agent.
3. From the list, select the agent’s availability:
   • Available—Agent can receive calls.
   • Unavailable—Agent can’t receive calls. (You might have to select an unavailability code with this option.)
   • Wrap-Up—Agent is ending an active call and is temporarily unavailable to receive calls.
   • Sign-Out—Agent is signed out and unavailable to receive calls.

Answer a call for an agent

1. On the Contact Center homepage, under Contacts, expand Agents.
2. Click an agent with the ringing status, and then click Ans. The call appears in the Call Console.

Monitor an agent’s call

1. On the Contact Center homepage, under Contacts, expand Agents.
2. Click an agent on a call, and then click Barge. The call appears in the Conference Call section.
   Note: The Barge In feature is available only if your organization purchased the Enhanced Voice Features Bundle, and your administrator assigns you the Barge In feature.

View information on the dashboard

Use the contact center dashboard to view current performance data for your agents.

1. At the top of the page, click Dashboard. The Dashboard window opens. This information appears for each contact center:
   • Name and status
   • Statistics on current calls
   • Averages for calls
   • Agent availability
2. To view agents’ summaries, check the Show Agents box at the far right of the row for each contact center. This information appears for each agent:
   • Name and status
   • Memberships
   • Current calls and status
   • Call averages

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Manage queues

You can manage a contact center’s call queue.

Select contact centers

1. On the Contact Center homepage, at the top of the Queued Calls section, click the Options icon ().
2. Select View, and then select the contact centers you want to appear in this section.

Raise a call’s priority

• Click the call you want, and then drag it to the top of the queue. The call moves to the end of the next highest priority list.

Move a call in the queue

• Click the call you want, and then drag it to a new position in the list.

Retrieve a call from the queue

• Click the call you want, and then click Retrieve. The call appears in the Call Console.

Transfer a call to an agent

1. Click the call you want to transfer.
2. On the Contact Center homepage, under Contacts, expand Agents.
3. Click the agent you want, and then click TXR.

Transfer a call between queues

1. Click the call you want to transfer.
2. On the Contact Center homepage, under Contacts, expand Queues.
3. Click the queue where you want to transfer the call, and then click TXR.

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