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Agents and supervisors
What is an agent?
An agent is someone who answers incoming calls from the customers to take their orders, answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding One Net Business products or services.
What can agents do?
Agents can:
- Use phone shortcuts to log in and log out of queues.
What is a supervisor?
A supervisor is someone who manages agents and makes sure that a call centre is running smoothly by monitoring and managing calls and performance.
What can supervisors do?
Supervisors can:
- Add or remove users as One Net Small Call Centre agents.
- Monitor calls and agents' activity in real time.
- View interactive reports with historical call and agent data.
- Create reports with data on individual queue or agent productivity and performance.
- Configure queues, teams, and call settings.
Read about monitoring call activity >
Read about viewing historical data >
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