CX Supervisor Fundamentals: Getting Started | OneCloud Support Portal
CX Supervisor Fundamentals: Getting Started | OneCloud Support Portal
Start off by logging into your OneCloud CX System.
At the top left of your screen, you will notice that as a supervisor, you are given an additional option called “Supervising”. As supervisors, most of your day will consist of supervising other agents so you’ll find yourself at this state for the most part.
As a supervisor, if you put yourself in ready, you are telling the system that you are also ready to take on new calls and interactions, so if you are not ready to take a call, make sure that you are on the supervising mode.
Getting Started The Attendant Console is a browser-based receptionist tool to view employee presence and easily transfer, park, and send callers into queues. ACCESSING THE ATTENDANT CONSOLE From your MyOneCloud web portal, select the Apps drop-down ...
Accept the incoming phone call. On the left side of the menu, you will see a switch. What this switch does is it will pin the panel to the left so that you have a larger view of the main screen. Now, we’ll go over the on-call controls starting with ...
Call Center Supervisors can add custom agent statuses. Pre-defined statuses are broad descriptions such as "lunch", "break", and "available". By using a custom status, the Supervisor has increased granularity on call center reports. Note that custom ...
OneCloud V44.2 Release Notes Release Date: 02/06/2025 New Features Added UI elements for domain-wide call blocking in the Manager Portal and ensured blocking rules will be properly enforced by the Core Module. Feature is configured with the following ...