Updating From Regular User to Agent or Call Centre Supervisor
To switch your users to agents or call centre supervisors require account manager access. Contact our support team for assistance.
Call Centre Agent + Call Centre Supervisor
Specifically created user scopes for call centre operations. These users have more advances controls for call queues.
| Features | Agent | Supervisor |
| Advanced User Features | Yes | Yes |
| Call Queue Management | No | Yes |
| - Call Back Option | No | Yes |
| - Distribute Call Options | No | Yes |
| - Call Wait Limits | No | Yes |
| - Advanced Call Routing | No | Yes |
| Agent Features | Yes | Yes |
| - Login/Out of Queues | Yes | Yes |
| - Call Centre Webphone | Yes | Yes |
| - Caller Statistics | Yes | Yes |
| - Agent Statistics | Yes | Yes |
| - All Agent Statistics | No | Yes |
| - Calls Per Hour/Day | Yes | Yes |
| - Caller Waiting Overview | Yes | Yes |
| - Call Waiting Detail List | Yes | Yes |
| Supervisor Features | No | Yes |
| - Manage Agents | No | Yes |
| - Add/Remove Agents | No | Yes |
| - Create New Queues | No | No |
| - Edit Queue Features | No | Yes |
| - Update Hold Music | No | Yes |
| - Update Hold Message | No | Yes |
| - Update Timeframe | No | No |
| - Prioritize Waiting Caller | No | Yes |
| - Disable/Enable Agent | No | Yes |
| - Queue Call History | No | Yes |
| - Call Analytic Report | No | Yes |
| - Schedule Email Report | No | Yes |
| - Analytics Dashboard | No | Yes |
| - KPI Service Level | No | Yes |
This list is an overview and not detailing every single feature available. It's meant to give you a quick overview to reference which features are accessible based on which type of scope your users are setup as.
Something to consider if you operate a call centre. You cannot be an 'Office Manager' and 'Call Centre Supervisor' with the same user. This poses a limitation. Office Managers do not have access to the reporting or analytics that Call Centre Supervisors have access too.