Supervisor/reporting agent combinations are like partitions containing agents, with a few notable differences, as outlined below. Your administrator can assign to you a partition containing agents, or both a partition and a supervisor/
reporting agent combination.
Partitions enable the administrator to control the amount and type of data that each Web Client user can see. When your call center administrator configures your user profile in Access and Partition Management, he or she specifies the skillsets, applications, and optionally, the agents that you can view in the real-time displays by creating partitions and assigning them to you. The agents are optional in partitions only if your administrator also assigns at least one supervisor/reporting agent combination to you.
Note: Only partitioned data appears in standard real-time displays; the agents in supervisor/reporting agent combinations do not appear in standard displays.
Therefore, if your administrator assigns to you a partition containing no agent data, and a supervisor/reporting agent combination, you do not see any agents in the standard real-time displays. For more information, see “Partitions and supervisor/reporting agent combinations in Real-Time Reporting” on page 98.
If an administrator does not assign a partition to you, then you see all available data in the real-time displays. However, once an administrator assigns a partition to you, it restricts the data that you can see to the data included in the partition (plus any agents in the supervisor/reporting agent combinations assigned to you). For example, if the administrator assigns a partition to you containing only report groups, CDNs, and DNISs, then you do not see any data in Real-Time Reporting because there are no agents, applications, and skillsets in your partition, and you have not been assigned a supervisor/reporting agent combination.
The administrator must assign a combination of partitions and supervisor/
reporting agent combinations to you that contain all the applicable agents, applications, and skillsets for you to be able to view the data in the real-time displays. If you cannot see important data in the real-time displays (for example, one of your agents), contact your administrator and request that the data be added to the partition assigned to you, or request that the administrator assign the supervisor/reporting agent combination containing your agents to you.
Notes:
! If your administrator assigns a partition to you that does not contain any agents, and does not assign a supervisor/reporting agent combination to you, then you will not see any agent data in the real-time displays.
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! If your administrator does not assign a partition to you, then you see all call center data in the standard real-time displays, regardless of whether you have a supervisor/reporting agent combination assigned.
! However, if your administrator only assigns a supervisor/reporting agent combination to you (and not a partition), then you can apply this
combination to your private agent real-time displays and agent map graphical displays, just as you would apply a custom filter. When you launch the display, you see only those agents reporting to the supervisor whose name you selected.
Supervisor/reporting agent combinations are dynamic
Since partitions are not dynamic, whenever a new agent is assigned to you (either by you or your administrator), your administrator must update the partition assigned to you to include the new agent; otherwise, you will not see the agent in the real-time displays. To avoid having to update the list of agents in the partition, your administrator can use the supervisor/reporting agents feature to associate your Web Client user profile with your supervisor profile (which, in turn, is linked to all your reporting agents).
This association is dynamic, meaning that each time a new agent is assigned to you (either by you or your administrator), the agent is automatically associated with your supervisor profile. In addition to this association, your administrator can create a partition containing the appropriate skillsets and applications that you need to view in the real-time displays. The combination of the partition and the supervisor/reporting agent association enables you to always have an up-to-date list of agents, and to view their skillsets and applications in the real-time displays.
Note: When a new agent is assigned to you, you must close and reopen the display you are currently viewing to see this new agent.
For information on applying the supervisor/reporting agent combinations to your real-time displays, see “Assigning supervisor/reporting agent combinations to real-time displays” on page 117.
Partitions and supervisor/reporting agent combinations in Real-Time Reporting
Partitions and the supervisor/reporting agents feature behave differently in Real-Time Reporting, based on the type of display you open, and whether you assign a supervisor/reporting agent combination or a filter to the display (or, in some cases, both). When your administrator assigns you a partition, you can decide which data you want to see by creating a filter containing the desired data and assigning the filter to the private real-time displays.
Just as you can assign a filter to a private display so that you see only the filtered information in the display, so too can you assign a supervisor/reporting agent combination to view all the applicable reporting agents in the agent display.
Both the filters you have created and the supervisor/reporting agent
combinations assigned to you appear on the Filters tab in Real-Time Reporting.
You can assign a filter, a supervisor/reporting agent combination, or sometimes both, to a display.
This section outlines the differences in the following three types of displays:
! standard real-time displays Since you cannot apply either filters or supervisor/reporting agent combinations to standard displays, only partitioned data is shown in this type of display.
! private agent real-time displays If your administrator has assigned you a partition, then you can choose the data you want to see in the display by creating a custom filter and assigning it to the display. If your administrator has also assigned you a supervisor/reporting agent combination (in Access and Partition Management), you can also assign the combination to the display to view the corresponding reporting agents. You can assign a filter, a supervisor/reporting agent combination, or both, to the display.
! agent map graphical displays Agent map graphical displays are similar to private agent real-time displays, except you must assign either a filter or a supervisor/reporting agent combination to the display, but you cannot assign both at the same time.
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The behavior of partitions and supervisor/reporting agent combinations is different in each type of display. The following table summarizes all scenarios and the results in Real-Time Reporting. In this example, it is assumed that you have been assigned a partition containing agents and the supervisor/reporting agent combination containing all your reporting agents.
Type of display
You assign this to the display
What you see in the display
Standard real-time display
You cannot assign filters or supervisor/reporting agent combinations to standard displays.
Only the agents (and any other data) included in the partitions assigned to you.
You do not assign anything to the display (neither a filter containing partitioned agents, nor a supervisor/
reporting agent combination).
All the agents in your partition. The agents in the supervisor/reporting agent combination do not appear.
You assign a filter
containing a subset of your partitioned agents, but do not assign a supervisor/
reporting agent combination.
Only the partitioned agents that you have added to the filter, not the reporting assign a filter containing partitioned agents.
Only your reporting agents.
*You must assign either a filter containing some of your partitioned agents or a supervisor/reporting agent combination to an agent map graphical display; you must assign one of these to launch the display, but cannot assign both at the same time.