Supervisor

Supervisors can see the information related to the desk they belong to. A supervisor can view the list of agents and their roles for a particular desk. Supervisors have access only to the agent assist console and agent chat dashboard. They have access to four tabs. "Agent", "Settings", "Custom Messages", and "Recommendation to Learn,". The supervisor can add, delete, and edit the agents of the desk he belongs to; he can configure the settings under the Settings tab. The settings configured by the supervisor will be reflected in the agent chat dashboard and BigFix AEX chat window and can also configure the custom messages for the agent that are reflected in the agent chat dashboard. Supervisors can approve or reject auto-learning that is suggested by the agent.