10/20/18 00:54 AM  

RingCentral Contact Center - Supervisor Overview

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SummaryThe Supervisor application allows you—the supervisor—to monitor and interact with agents and view their performance in real time.
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Contact Center | Supervisor Overview


You can view real-time metrics on current agent performance and skill SLA, discreetly listen to calls, record calls, coach agents on calls without the contact hearing you, barge in on calls so both the agent and the contact can hear you, take over calls to disconnect the agent and manage the rest of the call yourself, and force an agent to log out of the agent application.

Supervisor works alongside NICE inContact MAX, and you can be logged in to both simultaneously. When using Supervisor, you cannot, nor do you need to, use the Thin Agent supervisor feature.

To learn more about the Supervisor application, go to this InContact resource page: https://help.incontact.com/spring18/Content/Supervisor/SupervisorOverview.htm
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