{"id":1111,"date":"2024-08-16T15:00:48","date_gmt":"2024-08-16T15:00:48","guid":{"rendered":"https:\/\/support.smartcitytelecom.com\/?post_type=ht_kb&#038;p=1111"},"modified":"2024-08-16T15:00:49","modified_gmt":"2024-08-16T15:00:49","slug":"managing-call-center-agents","status":"publish","type":"ht_kb","link":"https:\/\/smartcitynetworks.com\/hvsupport\/article\/managing-call-center-agents\/","title":{"rendered":"Managing Call Center Agents"},"content":{"rendered":"\n<p>Call agent supervisors and office managers can view call center agent information to determine agent call activity and performance levels. For each call agent extension in your domain, you can view agent statistics and call-queue priorities. You can also access call recordings for an agent if call recording is enabled.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"460\" height=\"300\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/cc-agent.png\" alt=\"\" class=\"wp-image-1112\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/cc-agent.png 460w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/cc-agent-300x196.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/cc-agent-50x33.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/cc-agent-60x39.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/cc-agent-100x65.png 100w\" sizes=\"auto, (max-width: 460px) 100vw, 460px\" \/><\/figure>\n\n\n\n<p>The AGENTS &gt;&gt; section of the Call Center Manager dashboard shows a list of agents (phone extensions) assigned to one or more call queues. A green icon next to an agent name shows the agent is online. A grey icon next to an agent name shows the agent is offline.<\/p>\n\n\n\n<p>To navigate the AGENTS &gt;&gt; section:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Click the blue drop-down arrow to sort the agent list by most recent online agents, agent extension, last name, or first name.<\/li>\n\n\n\n<li>Click the search icon to find a specific call agent or phone extension.<\/li>\n\n\n\n<li>Hover over an agent\u2019s name to view a popup window to access agent extension statistics, queues, and call recordings.<\/li>\n<\/ul>\n\n\n\n<p><a>Viewing Agent Statistics<\/a><\/p>\n\n\n\n<p>In the AGENTS &gt;&gt; section, click the <strong>Statistics icon<\/strong> next to a call agent extension to show detailed call statistics graphs for an agent. See \u201c<a href=\"#_Viewing_My_Graphs\">Viewing My Graphs<\/a>\u201d for more information about the My Graphs section.<\/p>\n\n\n\n<p><a>Prioritize Calls Waiting in Queues<\/a><\/p>\n\n\n\n<p>The feature to prioritize calls that are waiting in a call queue allows greater control over how calls are being received. When a call is prioritized, it is sent to the top of the queue, and it will be the next to be dispatched to a call center agent. In the case of multiple prioritized calls, the calls will all move to the top of the queue in the order of &#8220;longest in the queue&#8221; first.&nbsp;<\/p>\n\n\n\n<p>From the scope of a Call Center Supervisor, click the arrow \u201cPrioritize\u201d across a call to move the call to the top of the list. Call Center Agents cannot prioritize calls.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"674\" height=\"484\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/caller-for-support.png\" alt=\"\" class=\"wp-image-1113\" style=\"width:668px;height:auto\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/caller-for-support.png 674w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/caller-for-support-300x215.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/caller-for-support-50x36.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/caller-for-support-60x43.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/caller-for-support-100x72.png 100w\" sizes=\"auto, (max-width: 674px) 100vw, 674px\" \/><\/figure>\n\n\n\n<p>The caller will move to the top of the call queue list.\u00a0 Their <strong>Status<\/strong> will now have a \u201cpriority\u201d tag.\u00a0 All priority calls move to the top of the queue, in order of longest \u201cDuration\u201d.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"612\" height=\"425\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Callers-in-support.png\" alt=\"\" class=\"wp-image-1114\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Callers-in-support.png 612w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Callers-in-support-300x208.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Callers-in-support-50x35.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Callers-in-support-60x42.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Callers-in-support-100x69.png 100w\" sizes=\"auto, (max-width: 612px) 100vw, 612px\" \/><\/figure>\n\n\n\n<p>In the Smart City Connect mobile application, the UI is similar.\u00a0 The caller is moved to the top of the call queue and their call is tagged as \u201cPriority\u201d.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"463\" height=\"501\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/support.png\" alt=\"\" class=\"wp-image-1115\" style=\"width:343px;height:auto\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/support.png 463w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/support-277x300.png 277w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/support-46x50.png 46w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/support-55x60.png 55w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/support-92x100.png 92w\" sizes=\"auto, (max-width: 463px) 100vw, 463px\" \/><\/figure>\n\n\n\n<p><a>Changing Agent Queue Priority Levels<\/a><\/p>\n\n\n\n<p>Call agent supervisors and office managers can change the call-queue priority level for an individual agent to handle inbound calls from multiple call queues. When an agent services multiple queues, you might want to apply priority rules to ensure the agent&#8217;s skills are applied where they are most needed. For example, if you have English and Spanish queues, you may need the Spanish queue to have a higher priority than the English queue for bilingual agents.<\/p>\n\n\n\n<p>Priority Rules to Know<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Priority applies when an agent services multiple queues and multiple queues have a caller waiting for dispatch to an agent.<\/li>\n\n\n\n<li>The queue where the available agent has the highest priority (lowest number) will be the serviced queue.<\/li>\n<\/ul>\n\n\n\n<p>To change agent queue priority levels:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In the AGENTS &gt;&gt; section on the Call Center Supervisor dashboard, click the <strong>Queues icon<\/strong> next to a call agent extension.<\/li>\n<\/ul>\n\n\n\n<p>The Queue Priority dialog box displays.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"720\" height=\"386\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/amy-w.png\" alt=\"\" class=\"wp-image-1116\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/amy-w.png 720w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/amy-w-300x161.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/amy-w-50x27.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/amy-w-60x32.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/amy-w-100x54.png 100w\" sizes=\"auto, (max-width: 720px) 100vw, 720px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Make changes to the <strong>queue priorities<\/strong> as needed and then click <strong>Save<\/strong>. Refer to the Call Queue option descriptions on the next page.<\/li>\n<\/ul>\n\n\n\n<p>The following table describes each column in the Queue Priorities section:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"911\" height=\"452\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/call-que-info.png\" alt=\"\" class=\"wp-image-1117\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/call-que-info.png 911w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/call-que-info-300x149.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/call-que-info-768x381.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/call-que-info-50x25.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/call-que-info-60x30.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/call-que-info-100x50.png 100w\" sizes=\"auto, (max-width: 911px) 100vw, 911px\" \/><\/figure>\n\n\n\n<p><a>Listening, Barging In, or Whispering on an Agent Call<\/a><\/p>\n\n\n\n<p>If enabled, call center supervisors and office managers can use the AGENTS &gt;&gt; section on the Call Center Supervisor dashboard to interact with a currently ongoing agent call.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"772\" height=\"423\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-c.png\" alt=\"\" class=\"wp-image-1118\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-c.png 772w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-c-300x164.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-c-768x421.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-c-50x27.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-c-60x33.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-c-100x55.png 100w\" sizes=\"auto, (max-width: 772px) 100vw, 772px\" \/><\/figure>\n\n\n\n<p>When you access a call, you have the choice to listen, barge in, or whisper to an agent while the agent is on a call.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Listen<\/strong> &#8211; Allows you to only listen in on an agent\u2019s current call. No audio is passed to the agent or the caller to whom they are speaking. With the listen feature, you are an unnoticed observer on the call.<\/li>\n\n\n\n<li><strong>Barge-In<\/strong> \u2013 Allows you to access an agent\u2019s current call to have a 2-way conversation with both the agent and the caller to whom they are speaking. With the barge feature, you are an active participant on the call.<\/li>\n\n\n\n<li><strong>Whisper<\/strong> \u2013 Allows you to access an agent\u2019s current call to speak to the agent; however, the caller the agent is speaking with will not hear you speak to the agent. With the whisper feature, you can engage with the agent and yet be invisible to the caller.<\/li>\n<\/ul>\n\n\n\n<p>Listening to or joining an agent call can help when monitoring or coaching a call agent on their performance, helping an agent close a sale, or gleaning other critical information from a call. Interacting with an agent call can also help you be aware of any potential customer trends that need to be addressed.<\/p>\n\n\n\n<p><strong>NOTE:<\/strong> You can also set up call recording depending on the business need. See the \u201cHosted Voice Administrator User Guide\u201d for more information about the Call Recording feature.<\/p>\n\n\n\n<p>To listen in on an agent call:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In the AGENTS &gt;&gt; section of the Call Center Supervisor dashboard, hover your mouse over the desired call agent\u2019s name, and then click the <strong>Speaker icon<\/strong> next to the agent\u2019s extension.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"244\" height=\"114\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-1.png\" alt=\"\" class=\"wp-image-1119\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-1.png 244w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-1-50x23.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-1-60x28.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-1-100x47.png 100w\" sizes=\"auto, (max-width: 244px) 100vw, 244px\" \/><\/figure>\n\n\n\n<p>The Audio Monitoring dialog box displays.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"418\" height=\"245\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-22.png\" alt=\"\" class=\"wp-image-1120\" style=\"width:418px;height:auto\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-22.png 418w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-22-300x176.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-22-50x29.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-22-60x35.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/name-22-100x59.png 100w\" sizes=\"auto, (max-width: 418px) 100vw, 418px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Click <strong>Listen Only<\/strong>. The call is sent to your assigned phone.<\/li>\n\n\n\n<li>Listen in on the agent\u2019s current call as needed.<\/li>\n<\/ul>\n\n\n\n<p>To barge in on an agent call:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In the AGENTS &gt;&gt; section of the Call Center Supervisor dashboard, hover your mouse over the desired call agent\u2019s name, and then click the <strong>Speaker icon<\/strong> next to the agent\u2019s extension.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"270\" height=\"125\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/medd-audio.png\" alt=\"\" class=\"wp-image-1121\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/medd-audio.png 270w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/medd-audio-50x23.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/medd-audio-60x28.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/medd-audio-100x46.png 100w\" sizes=\"auto, (max-width: 270px) 100vw, 270px\" \/><\/figure>\n\n\n\n<p>The Audio Monitoring dialog box displays.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"428\" height=\"254\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/join-call.png\" alt=\"\" class=\"wp-image-1122\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/join-call.png 428w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/join-call-300x178.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/join-call-50x30.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/join-call-60x36.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/join-call-100x59.png 100w\" sizes=\"auto, (max-width: 428px) 100vw, 428px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Click <strong>Join Call<\/strong>. The call is sent to your assigned phone.<\/li>\n\n\n\n<li>Join in on the agent\u2019s current call as needed.<\/li>\n<\/ul>\n\n\n\n<p>To whisper to an agent on their call:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In the AGENTS &gt;&gt; section of the Call Center Supervisor dashboard, hover your mouse over the desired call agent\u2019s name, and then click the <strong>Speaker icon<\/strong> next to the agent\u2019s extension.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"271\" height=\"126\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Agent-online.png\" alt=\"\" class=\"wp-image-1123\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Agent-online.png 271w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Agent-online-50x23.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Agent-online-60x28.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Agent-online-100x46.png 100w\" sizes=\"auto, (max-width: 271px) 100vw, 271px\" \/><\/figure>\n\n\n\n<p>The Audio Monitoring dialog box displays.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"415\" height=\"252\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Whisper.png\" alt=\"\" class=\"wp-image-1124\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Whisper.png 415w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Whisper-300x182.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Whisper-50x30.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Whisper-60x36.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Whisper-100x61.png 100w\" sizes=\"auto, (max-width: 415px) 100vw, 415px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Click <strong>Whisper to &lt;Agent Extension&gt;<\/strong>. The call is sent to your assigned phone.<\/li>\n\n\n\n<li>Join in on the agent\u2019s current call as needed. You can speak to the agent, but the caller will not hear you.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Call agent supervisors and office managers can view call center agent information to determine agent call activity and performance levels. For each call agent extension in your domain, you can view agent statistics and call-queue priorities. You can also access call recordings for an agent if call recording is enabled&#8230;.<\/p>\n","protected":false},"author":1,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[25],"ht-kb-tag":[151,378,379],"class_list":["post-1111","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-call-center-user-guide","ht_kb_tag-call-center","ht_kb_tag-call-center-agents","ht_kb_tag-managing-agents"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Managing Call Center Agents - Smart City Networks Support<\/title>\n<meta name=\"description\" content=\"Learn how to manage call center agents effectively. 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