Workbench

the workbench allows a supervisor to log in as a user across email, chat, video chat, and voice campaigns to monitor activity, handle interactions, and perform all agent level operations directly accessing workbench to access workbench click workbench from the supervisor console the campaign selection pop up appears the supervisor can log in to any of the assigned campaign types displayed in the selection list only campaigns that the administrator has assigned to the supervisor will be visible available campaign types ticket / email (interaction) campaign voice campaign inbound voice campaign outbound voice campaign parallel predictive voice campaign chat campaign video chat campaign a supervisor can log in to multiple campaigns simultaneously , including multiple chat campaigns multiple voice campaigns multiple interaction campaigns if the administrator has configured a default campaign , the supervisor is automatically logged in to that campaign upon entering workbench campaign selection scenarios 1\ voice campaigns / blended campaigns the administrator can configure a blended campaign setup for supervisors with executive roles this allows them to log in to multiple voice campaigns (e g , inbound + outbound ) simultaneously when the blended campaign checkbox is unchecked , only non blended campaigns appear in the drop down list when the blended campaign checkbox is checked , only blended campaigns assigned to the supervisor are displayed note blended campaigns are preferred, as inbound calls receive higher priority—helping reduce missed or dropped calls 2\ interaction campaigns supervisors assigned to interaction based campaigns (email / ticket / chat) can log in to either interaction campaign or chat campaign individually, or log in to both simultaneously (if assigned to both types) limitation even if assigned to multiple interaction campaigns, a supervisor can log in to only one interaction campaign and one chat campaign at a time 3\ voice + interaction campaigns supervisors who are assigned to both voice and interaction campaigns can select both campaign types simultaneously and manage them concurrently 4\ video chat campaigns supervisors can log in to their assigned video chat campaigns either independently or in combination with voice and interaction campaigns logging in once campaigns are selected, click next to proceed the supervisor will be logged in to all chosen campaigns and redirected to the workbench home screen login error concurrent limit reached if the maximum number of concurrent logins for a campaign type has been reached, the following error message will appear error message max concurrent login has been reached for please contact your administrator workbench functionality once logged in, the supervisor can perform all agent level actions available in the workbench including managing calls, handling tickets, and engaging in chats for detailed agent and supervisor functionality within workbench, refer to agent & supervisor functional comparison key differences between agent and supervisor workbench feature supervisor agent ticket visibility can view all tickets across the campaign can view only tickets in their assigned queue ticket assignment can pick or assign tickets to other agents can only pick tickets from their queue call details tab not available available supervision controls can monitor, whisper, barge, or force logout agents not applicable incoming notifications when the supervisor is logged in to workbench but viewing another tab in the console, a chrome browser based pop up notification appears for any incoming call or chat notification types inbound calls a chrome notification appears when an inbound call is received self callback calls a notification appears for assigned callback calls, based on the supervisor’s configured callback reminder time auto dial status if auto dial mode is turned off, a system notification informs the supervisor webrtc functionality if a supervisor is on a different screen (not workbench) and receives a conference (confer) request from an agent, behavior depends on whether auto answer is turned on or off case 1 auto answer – on scenario an agent initiates a conference while the supervisor is not on workbench a pop up appears with three options option action cancel stays on the current screen; call is auto accepted switch and accept switches to workbench and connects the call immediately switch now switches to workbench and connects the call automatically case 2 auto answer – off when auto answer is disabled, the same pop up appears but with slightly different behavior option action cancel stays on the current screen; call continues ringing switch and accept switches to workbench and the call continues ringing switch now switches to workbench; a separate accept/reject pop up appears for manual call handling summary feature description workbench access enables supervisor login to multiple campaigns blended campaign support allows simultaneous login to inbound and outbound voice campaigns cross channel login supervisors can log in to voice, chat, video, and interaction campaigns together notification system chrome notifications alert supervisors of calls or chats while multitasking webrtc confer handling smart pop ups provide options for switching and accepting calls enhanced control supervisors can view all tickets, assign them, and manage agent level operations