Supervisor Guide

 

This document will give you an overview of how to use Roger365 as a supervisor.

 

 

 

Opening Roger and logging in

To open Roger, you’ll need to find the app on the left-hand side of your teams screen.

Click the Roger icon.

You will then be presented with a login screen, please select “Sign in with Microsoft”.

 

 

 

 

 

 

 

 

You will then see the main Roger365 screen for an agent.

Changing to supervisor

To change to the supervisor screen, select “Supervisor” from the top tab, you’ll then see the below screen.

Voice queue

The voice call screen gives you over stats about the queue

 

 This box shows how many calls are currently queue.

 This box shows the current call queues longest wait time.

 This box shows the total answered calls of the day.

 This box shows the total abandoned calls of the day.

 This box shows the longest wait time of the day.

 This box shows the average wait time of the day.

 This box shows the average talk time across all agents for the day.

The “in voice queue” shows details of the current calls queuing.

Queue statistics

The queue statistics shows the same information as above, as well as brief statistics about status the agents are in.

 

 

 

 

 

 

 

Agents

The agent table shows you lots of information about each agent in your team. The info is broken down into 4 columns.

 This shows the agent’s name.

 This shows the agent status.

 This shows the time the agent has spent in that status.

 This shows which queue the agent is part of

At the end of each row is three dots, clicking this gives you the below options.

State – This will let you change the status the agent is in

Queues – This will let you change the queues that agent is a part off.

Live calls

This will give you current information on the live calls your team are taking. Again, this is broken up into different columns for the information.

 This column gives you the start tie of the call.

 This column gives you the name of the person calling in (if known)

 This column will show you the phone number from the call.

 This column will show you the state of the call, this can be talking or on hold.

 This column shows which queue the call has originated from.

 This column shows the agent handling the call.

 This column shows the duration of the call so far.

 This column lets you do three actions to the call.

The first symbol lets you monitor the call, this will let you live listen on the call without alerting the agent or customer.

The second symbol lets you whisper to just the agent and the customer can’t hear you.

The third symbol lets you join the call to speak to both the customer and the agent.