POM introduces a new role POM Supervisor in Avaya Experience Portal. For this, POM adds the supervisor role during installation or while upgrading to POM. By default, a user with a supervisor role has access to Supervisor Dashboard. The supervisors are able to see and manage only the agents that are assigned to them. The supervisors can also see and manage the campaigns of the organization to which they belong. Users with Administrator role can see all agents. User with Org Administrator role can see all agents belonging to that org.

POM provides a global configuration Agent and supervisor configuration for applying the agent and supervisor configurations. If this parameter is disabled, then the supervisor will see the agents and campaigns as per the earlier releases.

Using the new agent supervisor configurations, you can perform the following actions:

• Import agents.

• Add or delete agents.

• Assign agents to organization.

• Add, edit, or delete agent groups.

• Assign agents to agent groups.

• Assign agent groups to supervisor user.

Import Agents

To assign agents to an organization or a supervisor, POM must have list of agents available before the agent logs in. You can import agent lists from Communication Manager or Avaya Aura® Contact Center depending on POM installation mode, or from a CSV file. When you import agents, by default, the agents are assigned to the default organization.

Before importing agents, ensure that the Avaya Aura® Call Center Elite and monAvaya Aura® Contact Center configurations are correct.

After the import is completed, the last import details are displayed with agent ID and the import status indicating whether the import was successful or failed. For failed imports, an error message is displayed.

For more information on importing agents, see Administering Avaya Proactive Outreach Manager.

Agent to Organization Association

You can associate or disassociate an agent to or from one or more organizations. When you assign an agent to multiple organizations, the agent can log in using only one organization at a time. Agents are assigned the campaigns belonging to the logged in organization only. If an agent is logged in, then you cannot disassociate the agent from the logged in organization. The agent has to log out, after which you can disassociate him from the organization.

For more information on assigning agents to an organization, see Administering Avaya Proactive Outreach Manager.

If the new supervisor configuration is enabled, for old Agent Desktops, if an agent is assigned to only one organization, then the agent does not have to specify the organization while logging in. But if the agent is assigned to multiple organizations, the old desktops will not work and the agent must specify the organization while logging in.

Agents to agent group association

You can create agent groups for an organization. One organization can have multiple agent groups. You can assign agents that belong to an organization to an agent group. You can assign a maximum of 500 agents to an agent group. You can create a maximum of 500 agent groups.

Agent Group assignment to Supervisor

POM fetches a list of organizations from Avaya Experience Portal. After selecting a specific organization, POM displays list of users with supervisor role. After selecting a specific user, POM lists agent groups which are assigned to the user along with available agent group list. After assigning agent group to a supervisor, the supervisor will be able to see agents assigned to the agent groups only.

Users with Administrator and Org Administrator role will not be displayed in the User drop-down.

For more information on supervisor configuration, see Administering Avaya Proactive Outreach Manager.