State of Wisconsin Department of Health Services

Release 23-03 November 10, 2023

7.1 Call Supervision

7.1.1 Logging in to Supervise Calls

7.1.2 Monitoring

7.1.3 Barging

7.1.4 Coaching

7.1.5 Logging an Agent Off (Video instructions available: Logging an Agent Off)

There are three different methods to listen to live calls in Genesys:

Method	Definition
Monitoring	Neither the agent nor the caller can hear the supervisor
Barging	Both the caller and the agent can hear the supervisor
Coaching	Only the agent can hear the supervisor

The Monitor Tab has information relating to call supervision. It is separated into two tabs:

Tab	Function
Dashboard	Includes real-time statistics such as the average wait time and how many calls are currently in queue Allows supervisor to monitor the number of agents in queue
My Agents	Displays the agents assigned to the supervisor and their current status

It is recommended supervisors use the Real-Time Reporting or “Pulse” application to monitor queues and agents. The Real-Time Reporting application can be customized by a supervisor to display all desired statistics, whereas the agent desktop cannot.

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Publication Number: P-03208