Specifications

AltiSupervisor Manual 1
Overview
C HAPTER 1
About AltiSupervisor
AltiSupervisor is PC desktop software that runs with the AltiWare
AltiContact Center (ACC) and AltiContact Manager (ACM) systems.
AltiSupervisor is designed for supervisors of workgroup agents. Through
AltiSupervisor you can monitor the real time status and performance of a
workgroup, including AltiAgent calls, workgroup statistics, and agent
state. This information can be stored in an internal or external CDR
database for future review and analysis.
The supervisor has the ability to listen to calls and to barge in or coach calls
if assistance is needed. The supervisor can also re-route a call in queue, if
necessary.
New in Version 5.1
• Agent SKL (Skill Level) field is added to the Agent Monitor screen
• SKLR (Skill Level Requirement) is added to the Workgroup Queue
screen
• Coaching is supported, in addition to barge-in and silent monitoring
Session Licensing and License Upgrade
Procedures
AltiSupervisor requires an AltiSupervisor session license to be installed at
the AltiWare ACC/ACM system. Concurrent login sessions are governed
by the AltiSupervisor session license.
You can verify the licenses when you run AltiWare ACC/ACM
Administrator by selecting About AltiWare ACC Admin or About
AltiWare ACM Admin on the Help menu, then clicking the License
Information button to view a window that displays licenses and session
information.
CDR Records Note
For CDR records, there are two Service Level displays for AltiSupervisor: