A supervisor can be any user in a group or an enterprise. The supervisor manages activities such as mentoring the agents, monitoring the call center performance, assisting the agents in improving customer satisfaction, and handling calls of specific clientele.
Agent
The call center agent is a user who can have the following responsibilities:
Periodically receive calls from Automatic call distribution (ACD) or non-ACD related calls along with direct inbound calls.
Handle a high volume of inbound ACD calls and make outbound calls.
The administrator assigns the Supervisor and Agent roles to the users.
