Specifications

Monitoring Activity About Real-Time Reports
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ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 17
The Name you enter is used to identify you in a chat session if you are participating via either the
Coach or Barge-In features. The Username and Password are the same as used to log into your
Contact Center supervisor applications.
3. In the resulting window, select the specific chat session you want to connect to from the list of all
current chat sessions. The chat window for the selected session is displayed.
To log out of the Supervisor Chat application, click Logout.
4. In the chat window, select how you want to monitor the chat session by clicking Silent Monitor,
Coach, or Barge-In.
5. If you choose either Coach or Barge-In, type your chat message in the text area and click Send.
Your message is shown in the chat window using the name you specified when logging into the
application.
6. If you are using either the Coach or Barge-In feature, you can insert predefined chat responses by
locating and selecting the appropriate file in the Chat Responses window.
The chat response files are identified using System Parameters > Chat and Email > Chat >
Responses in Contact Center Director. Refer to the Enterprise Contact Center Administrator
Guide for details.
7. To toggle between multiple chat sessions, click Hide to minimize the chat window tab of a
particular chat session
8. Click Show Chats to return to the list of all current chat sessions.
9. Select another chat session.
All chat sessions are represented in a tab. Click a tab to view the associated chat session.
10. To end participation in a chat session, click Disconnect.
11. To log out of the Supervisor Chat application, click Logout in the Chats tab.
About Real-Time Reports
The reports generated through Agent Manager provide data on call center activity in real time. These
reports can be used in the management of agents and to watch the changing conditions in the call
center. Alerts indicate when a specific threshold is reached or exceeded.
Real-time reports have a template that you use to specify the criteria for the data in the report. Three
types of real-time report templates exist: real-time, hourly summary, and daily summary.
Information in real-time reports are displayed in tabular or graphical formats, or as a form. You can
save an arrangement of reports on your workspace (desktop); the display remains consistent each
time you start Agent Manager.