WxCC Supervisor Quick Start Guide

Click this link for Supervisor Training Videos

Run and Schedule Analyzer Reports:

• Open

  

  Reports are accessible from the WxCC portal | Reporting and Analytics

• There is also a default dashboard available in the portal on the Dashboard tab, with Site Level, Realtime and Historical overview, and Agent Realtime dashboards

• Within Analyzer, select the Visualization button to create, view, and schedule reports

• Select the Dashboard button to create and view dashboards

• Select the Variables button to view the variables reporting in Analyzer

• Schedule a report by clicking the options button of the desired report and select Scheduled Jobs

• Best Practice: Create a copy of a stock report and make customizations you’d like

Monitor Calls:

• Open the Call Monitoring module in the WxCC portal

• Search for the Queue, Site, Team or Agent you want to monitor

• Enter your monitoring number (1 + phone number) which the system will call

• Select from the three monitoring options:

  • Monitor Next Call

  • Continuous Monitor

• While monitoring, you can Whisper to provide coaching that only the agent can hear or Barge In to take over the call and conference all parties.

Open

Call Recording:

• Open the Recording Management module in WxCC portal

• Filter by Queue, Site, Team, Agent, Wrap Up Code or Tag for the desired call

• Filter further by selecting a Date Range

• Click Search to find the filtered call recordings

• Select the three dots and the play button hear the recording