Group Manager Usage and Info

overview the group manager has access to a web based interface with privileges to monitor real time activities and view historical statistics pertaining to assigned campaigns and processes creation of a group manager account follow these steps to create a group manager account log in to the administrator ui using administrator credentials to use the group manager, first create the group with the site name you want to monitor click on the "create new group" button type the "group name" , select the users of the site you want to assign to the group manager, and click "create" after creating the group manager accounts, assign the group manager to the respective campaigns log in to the group manager console using the newly created user id and password group manager console interface after logging in, the group manager can access their console the console allows the group manager to view real time agent activity, change parameters, and manage the status and assignment of agents and queues the interface is divided into the following sections left side navigation bar a fixed sidebar showing the processes and campaigns assigned to the group manager the monitor tab interface changes based on the process/campaign selected here monitor allows monitoring of assigned campaigns workbench where the group manager can make or receive calls across different campaigns reports for viewing historical statistics workbench operations in the workbench, the group manager can perform the same operations as an agent, with the exception that group managers do not have the right to work inside interaction and chat campaigns within the web application they operate primarily as voice users click "workbench" a "campaign selection" pop up will appear select the campaigns to log into the list only shows campaigns assigned by the administrator available types include inbound voice campaign outbound voice campaign parallel predictive voice campaign campaign selection rules blended campaigns if configured by the administrator, a checkbox named "blended campaign" appears when checked, the dropdown shows only blended campaigns when unchecked, it shows non blended campaigns group managers can log into multiple voice campaigns simultaneously if configured as a blended setup click "next" to log in to the selected campaigns note if the group manager is browsing other tabs in the console when an incoming call arrives, a pop up notification will appear group level settings and color configuration in the sidebar, clicking on a group expands the view to show associated campaigns from the group settings, managers can configure colors to denote agent statuses color configuration the group manager can assign specific colors to different "break reasons" and thresholds these colors are visible on the monitoring tab to quickly identify user statuses important notice "the color being chosen is specific to you only and not a shared configuration for other supervisors " colors configured by one group manager are personal and do not affect what other supervisors see configuring colors click the textbox in the column adjacent to the desired break reason select a color from the color pallet pop up the textbox will fill with the selected color, and the hex code will be displayed click "apply" to save the changes group manager account menu to access the account menu, click on the group manager name icon at the top right of the screen the following operations can be performed change extension select a different extension to work on change campaign select different or multiple campaigns to work in change password update the account password keyboard shortcuts view system shortcuts to reduce manual actions (e g , barge alt+b , snoop alt+s , whisper alt+w , force logout alt+q ) these can be toggled on/off send error logs submit error reports directly to the administrator, with an option to include a screenshot logout safely exit the application this option is disabled if the user is currently on an active call it will become available once the call is successfully disposed of