The Web Agent In Supervisor Mode; The Web Agent Status Bar - Avaya Interaction Center User Manual

Chapter 1 Overview

The Web Agent in Supervisor Mode

If you are a supervisor, you can click the Supervisor Mode button whenever you want to monitor a
chat session. The Web Agent displays a Supervisor Mode panel, as shown in the following
illustration, showing all the chat sessions that agents in your workgroup are currently conducting.
Workgroup
Agent
Customer
When you select the session you want to monitor, the Transcript and Text Entry areas display the
chat session. See
information.

The Web Agent Status Bar

Connection to WebACD Server
Connection to Email Server
The bottom of the Web Agent, as shown in the above illustration, contains a Status Bar with icons
that show aspects of your current Web Agent status. The Status Bar remains the same, whether you
are currently in Email mode or Chat mode.
30 Avaya Agent User's Guide
"Monitoring a Chat Session (Supervisors Only)," on page 147
Your supervisor's login ID and status
Your workgroup
Current chat sessions
Your current email contact load
Your current chat contact load
Your login ID and status
for more