##### Introduction

# Major Areas and Controls

The figure below shows the Supervisor Work Area within the main window. Important areas in the figure are numbered 1 through 19. Each of the numbered areas in this figure is described in detail below.

General Controls | Split Pane
1. Action bar | 11. Split Panel Adjuster
2. Contacts icon, Supervisor icon, and Workbins icon | Details Pane
Supervisor Work Area | 12. Tabs
3. Supervisor Work Area | 13. Actions button
4. Drop-down list | 14. Entry Control Area
5. Button bar | 15. Details Area
List Pane | 16. Close button
6. Tabs | 17. Pane control buttons
7. Actions button | Quick Dashboard
8. Filter Indicator | 18. Quick Dashboard
9. Slice Control Area | Status Bar
10. List Area | 19. Status Bar

## General Controls

### 1. Action Bar

The action bar includes the following drop-down menus:

- File

- Actions

- Preferences

- Supervisor

- Help.

The Supervisor drop-down menu contains the following selections:

- Supervisor Work Area—Displays the Supervisor Work Area.

- Quick Dashboard—Displays and hides the Quick Dashboard.

- Alarm Indication Icons—Displays and hides the alarm indication icons (included on the right side of table cells that contain alarmed objects and statistics). The alarm indication icons supplement the color changes defined through Action Templates.

- Settings

- View Profile Templates—Displays the View Profile Templates window, which enables you to add, edit, delete, and modify view profile templates. These view profile templates then may be assigned to any supervisor. If no view profile template is assigned (by default), then the supervisor can browse object sets that can be added in the default view profile.

- Objects Sets—Displays the Object Sets window, which enables an administrator to define the contact center objects (Agents, Agent Groups, and so on) that supervisors can manage.

- View Templates—displays the View Templates window, which enables an administrator to define the views that are available for each type of contact center object.

- Statistics—Displays the Statistics window, which enables an administrator to define the user statistics that are available for each type of contact center object.

- Media Lists—Displays the Media Lists window, which enables an administrator to define the media types that are considered when statistics are calculated.

- Threshold Templates—Displays the Threshold Templates window, which enables an administrator to define Threshold Templates that can be applied to one or more contact center objects.

- E-Mail Notification Lists—Displays the E-Mail Notification Lists window, which enables an administrator to define a list of individuals who will receive alarm notifications via e-mail.

- Action Templates—Displays the Action Templates window, which enables an administrator to define how the user interface indicates threshold violations to supervisors.

- Reload Example Customer Views—Displays the Reload Example Customer Views window, which enables an administrator to reload the example Object Sets, View Templates, and Statistics. (Note: Customer views are views of your contact center)

- Refresh Permissions—Displays the Refresh Permissions dialog box, which enables a supervisor to activate changes that have been made to supervisor permission assignments.

- Server Settings—Displays the Server Settings window, which enables you to define a connection to an e-mail server that will distribute alarm notification e-mails to selected supervisors, and to control whether Agent statistics are included in Supervisor Work Area views.

### 2. Contacts Icon, Supervisor Icon, and Workbins Icon

The Contacts icon, Supervisor icon, and Workbins icon provide quick access to commonly used features. For example, to directly access the interaction management features within the Supervisor Work Area, click the Supervisor icon and select Advanced Interaction Management.

- Contacts Icon: Displays a searchable list of contact names and contact information, as well as the history of interactions with each contact.

- Supervisor Icon:

- Draft E-Mail Management: Enables you to view and manage all draft e-mails for your agents. This option is available only if your system is configured for draft e-mail, and if you are also configured as a supervisor.

- Advanced Interaction Management: Opens the Supervisor Work Area.

- Workbins Icon:The Workbins icon flashes yellow and the text appears in bold, and a message appears in the Status Bar, when a new interaction is directed to you. To stop the Workbins icon from flashing without opening the workbins submenu or the workbin item, hold down the Ctrl key while clicking the Workbins icon. The text will remain bold until the new workbin item is opened.

If your workbin contains only one item, then the arrow does not appear inside the Workbins button. Clicking the Workbins button does not open a submenu, instead, it opens the single workbin item. A ToolTip appears to indicate the content of the workbin item.

If your workbin contains more than one item, then an arrow appears inside the Workbins button. Clicking the Workbins button will open a submenu containing one or more of the following submenus:

- Collaboration E-Mail—Enables you to view and manage all your collaboration e-mails. This option is available only on systems that are configured for this purpose.

- Custom Workbins—Enables you to store and handle draft and collaboration e-mail messages. This option is available only if your company has configured Custom Workbins.

- Draft E-Mail—Enables you to view and manage all your draft e-mails. This option is available only on systems that are configured for this purpose.

## Supervisor Work Area

### 3. Supervisor Work Area

The Supervisor Work Area includes the drop-down list, button bar, list pane, and details pane.

### 4. Drop-Down List

The drop-down list enables you to select an appropriate category of contact center objects—for example, Agents, Agent Groups, and so on.

For further information about navigating among the different object lists that your administrator has configured, see Displaying Object Lists and Objects Overview.

### 5. Button Bar

The button bar includes the following buttons:

- Up One Level—Moves you up one level in the navigation hierarchy of the Supervisor Work Area . For further information, see Displaying Object Lists and Objects Overview.

- Refresh—Refreshes the contents of the Supervisor Work Area.

- Lock Mode—Locks or unlocks all the interactions in the current view. This button is present only if you are working with interaction views. For further information, see Locking and Unlocking Interactions.

## List Pane

### 6. Tabs

Your administrator configures the tabs that are available to you. Each tab provides a different collection of properties and/or statistics.

For example, your administrator might configure your system so that the following tabs are available when the list pane displays Agents who handle inbound phone calls:

- Alarms—Lists the alarm status of each Agent.

- Agents—Lists the status and basic properties of each Agent.

- Telephony Daily—Lists the daily call volumes and handle times of each Agent.

- Telephony Status and Time Usage—Lists the amount of time that each Agent spends in each call state.

For further information about customizing the views, see Administration Tasks Overview.

### 7. Actions Button

The Actions button displays a drop-down menu of the actions that you can apply to selected object(s) and the list of objects. For a detailed description of each action, see Applying Actions. The figure below shows an example of an Actions menu.

### 8. Filter Indicator

You can filter most lists, based on the properties of the objects included in the list.

If a filter has been applied to an interaction list, the Filter Indicator includes the name of the filter. If a filter has been applied to other types of lists, the Filter Indicator is set to Filter = Yes. If a filter has not been applied to the list, the Filter Indicator is set to Filter = None.

For further information, see Sorting and Filtering Object Lists and Filtering Interaction Lists Overview.

### 9. Slice Control Area

When a list contains a large number of objects, it is divided into slices. The Slice Control Area enables you to navigate among the slices. It includes the following buttons and fields:

- First Slice button—Takes you to the first slice in the list.

- Previous Slice button—Takes you to the previous slice in the list.

- Position indicator—Lists the index of the first and last entries in the slice, and the size of the complete list.

- Next Slice button—Takes you to the next slice in the list.

- Last Slice button—Takes you to the last slice in the list.

- Go To button—Enables you to go to a specific record in a list.

- Change Slice Size button—Enables you to adjust the slice size.

For further information about slices, see Working with Large Lists.

### 10. List Area

The List Area displays a tabular view of the objects in the current list.

The tabular view displays an array of properties for each object. Each column in the List Area can be resized, and the List Area is horizontally scrollable. For more information see Selecting Objects.

Clicking column headers changes the sort order of object lists. For more information see Sorting and Filtering Object Lists.

For further information about these views, see Changing the List Pane View.

## Split Pane

### 11. Split Pane Adjuster

The Split Pane Adjuster enables you to adjust the relative heights of the list pane and the details pane.

## Details Pane

The details pane area includes the following elements: tabs, Details area, Actions button, Entry Control area, Close button, and pane control buttons.

### 12. Tabs

Tabs enable you to view different properties of the object that is displayed on the details pane.

For example, if the details pane displays an Agent, you see the following tabs:

- Alarms—Lists all the active alarms (threshold violations) for the Agent. For further information, see Viewing Alarms Overview.

- Summary—Displays basic properties and an array of statistics for the Agent. Your administrator can customize this tab. For further information, see Administration Tasks Overview.

- Properties—Enables you to view and modify the Agent's configuration properties. For further information, see Changing Agent Properties.

### 13. Actions Button

The Actions button () displays a list of actions that you can apply to the object that is currently displayed on the details pane. For further information, see Applying Actions.

### 14. Entry Control Area

The Entry Control Area enables you to navigate to other entries in the current list. It includes the following buttons:

- First Entry button—Takes you to the first entry in the list.

- Previous Entry button—Takes you to the previous entry in the list.

- Next Entry button—Takes you to the next entry in the list.

- Last Entry button—Takes you to the last entry in the list.

### 15. Details Area

The Details Area displays alarms, statistics, and properties for the object that is selected on the list pane.

### 16. Close Button

The Close button enables you to close the Supervisor Work Area.

### 17. Pane Control Buttons

The Supervisor Work Area includes the following pane control buttons:

- List button—Displays only the list pane.

- List and Details button—Displays the list pane and the details pane.

- Details button—Displays only the details pane.

## Quick Dashboard

### 18. Quick Dashboard

#### Entries

The Quick Dashboard shows the status and alarm level of object lists and individual objects. Each entry represents a specific object list or an individual object.

For example, one Quick Dashboard entry might represent a list of Agents in an Agent Group and another might represent an ACD Queue.

- Click a Quick Dashboard entry to view the corresponding object list or object in the Supervisor Work Area.

Each entry includes an icon that identifies the type of object list or object. When an entry represents an Agent, Agent Group, Place, or Place Group, a second icon reflects the underlying work state of the object.

Each entry also includes a colored bar that reflects the aggregate alarm level of the underlying object list or object. For further information about alarm levels, see Viewing Alarms Overview.

Administrators can create Quick Dashboard configurations that can be used by multiple supervisors. If your administrator has instructed you to load a predefined Quick Dashboard configuration, see Managing a Quick Dashboard. If you are an administrator, see Quick Dashboards Overview for further information.

#### Icons

The Quick Dashboard also includes three icons for managing your views (Supervisor Work Area, Home, and QuickDashboard Settings), one icon for monitoring of sessions, and one icon for alarms. For further information, see Quick Dashboard Icons.

For a complete description of the Quick Dashboard and its use, see Quick Dashboard Tasks.

## Status Bar

### 19. Status Bar

The Status Bar displays informational messages and warning messages. The Status Bar displays messages to confirm whether actions were successful. For example, if you successfully load a Quick Dashboard, the Status Bar will display a message indicating success.

The Status Bar has three list modes:

- Information messages (gray background)

- Warning messages (yellow background with a warning icon)

- No messages (blank)

You can:

- Toggle the message display between the list modes by clicking the Status Bar button on the far-left of the Status Bar.

- Scroll through all the messages in that list (if there is more than one message) by using a button on the far right.

- Expand a message to see the entire contents by double clicking the status bar. Collapse the message by double clicking the status bar again.