##### Introduction

# Tasks

The Supervisor Desktop enables contact center supervisors and system administrators to perform the following tasks:

- Monitor statistics for the following contact center resources:

- Tenants.

- Agents.

- Agent Groups.

- Places.

- Place Groups.

- ACD Queues, Virtual Queues, and Routing Queues.

- Queue Groups.

- Routing Points and Virtual Routing Points.

- Routing Point Groups.

- Interaction Queues.

- View a comprehensive summary of the statistics that are available for a given contact center object. For further information, see Defining Statistics.

- Print group-level and object-level statistical views. For further information, see Printing Object Lists and Objects.

- Use standard and customer-defined statistical views. For further information, see Administration Tasks Overview.

- Include third-party (customer) data in the Supervisor Work Area views. For further information, see the Genesys Desktop 7.6.1 Developer's Guide.

- Define low and high thresholds for all quantitative statistics. For further information, see Defining Threshold Templates.

- Assign thresholds to multiple contact center objects in one action. For further information, see Assigning Thresholds to Objects.

- Change the color of table cells, text, and icons in response to threshold violations. For further information, see Defining Action Templates.

- Monitor group-level and object-level threshold violations (alarms). For further information, see Viewing Alarms Overview.

- View group-level and object-level aggregate (consolidated) alarm levels. For further information, see Viewing Alarms Overview.

- Send e-mail notifications in response to alarms. For further information, see Alarm Notification Via E-Mail Overview.

- Use the Quick Dashboard feature to view the status of critical contact center objects while performing other tasks (for example: handling interactions or managing Interaction Queues). For further information, see Quick Dashboard Tasks.

- Manage Agents:

- Add new Agents.

- Modify Agent properties: First Name, Last Name, Employee ID, User Name, Password, Skills, Login IDs, security settings, Annex, and monitoring settings.

- Assign Agents to Agent Groups.

- Remove Agents from Agent Groups.

- Delete Agents.

- Manage Supervisor Permissions.

- Silently monitor Agent chat sessions.

- Silently monitor a SIP VoIP Agent.

- Whisper coach a SIP VoIP Agent.

- barge-in on a SIP VoIP Agent during a SIP VoIP interaction.

- Silently monitor a SIP instant messaging Agent.

- Whisper coach a SIP instant messaging Agent.

- Barge-in on a SIP instant messaging Agent during a SIP instant messaging interaction.

- Simultaneously monitor Agent chat sessions and SIP Agent instant messaging interactions.

- Simultaneously monitor Agent chat sessions and SIP Agent VoIP interactions.

- Simultaneously monitor SIP Agent VoIP interactions and SIP Agent instant messaging interactions.

- Simultaneously monitor Agent chat sessions, SIP Agent VoIP interactions, and SIP Agent instant messaging interactions.

- View detailed media status information.

- Add a Skill/Level to multiple Agents in one action.

- Remove a Skill/Level from multiple Agents in one action.

- Enable or disable multiple Agents in one action.

- Assign a Capacity Rule to multiple Agents in one action.

- Assign a Threshold Template to multiple Agents in one action.

- Log out Voice service for multiple Agents in one action.

For further information, see Agent Management Tasks Overview.

- Manage interaction traffic:

- Move interactions from:

- Queue to Queue.

- Workbin to Queue.

- Workbin to Workbin.

- Queue to Workbin.

- Send automated responses to e-mail.

- Require content analysis to be performed on e-mail.

- Change the priority of interactions.

- Terminate interactions.

- Edit the attached data (properties) of interactions.

- Create and run macros that perform multiple actions on selected interactions.

- Print e-mail lists and the text of individual e-mails.

- Find interactions, based on one or more fields (properties).

- Sort and filter interaction lists, based on one or more fields.

For further information, see Interaction Management Tasks Overview.