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Agents and supervisors
What is an agent?
An agent is someone who answers incoming calls from customers. Agents take customer orders, answer questions and enquiries, troubleshoot problems, provide information and handle complaints.
What can agents do?
Agents can do the following:
- Use phone shortcuts to log in and log out of queues.
What is a supervisor?
A supervisor is someone who manages agents. Supervisors make sure that a call centre is running smoothly by monitoring and managing calls and performance.
What can supervisors do?
Supervisors can do the following:
- Add or remove users as One Net Small Call Centre agents.
- Monitor calls and agents' activity in real time.
- Configure queues, teams, and call settings.
- View interactive reports with historical call and agent data.
- Create reports with data on individual queue or agent productivity and performance.
- Schedule regular reports to send automatically to specified email addresses.
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