Team Leaders
Team leaders supervise agents’ day-to-day work.
Find and play contacts
- Find contacts
- Customize the columns on the Interactions page
- Play contacts
- Download contacts on demand
- Listen to an audio contact
- About silence and talk over events
- Watch the screen capture of a contact
- Skip forward and back in a recording
- View agent actions for a contact
- View data associated with a contact
- Edit custom metadata associated with a contact
- Read an email contact
- Read a text contact
- Read the summary of a contact
- Read the transcription of an audio recording
- View phrase analytics for a contact
- View the sentiment for a contact
- Mark a contact for calibration
- Create a contact
Report on your team’s performance
- Your homepage dashboard
- WFM standard reports
- QM standard reports
- Available QM widgets
- Available WFM widgets
Beginner’s guide to Data Explorer dashboards
- Introduction
- Key terms
- Explore pre-built dashboards
- Make a dashboard your home page
- Put multiple dashboards on your home page
- Customize a pre-built dashboard
- Build your own dashboard
- Share a dashboard with other people
Data Explorer quick start guide: Customize a measure’s appearance
- Introduction
- Basic: Change the text in a heading
- Basic: Add a note
- Basic: Add a link to values
- Basic: Show numbers as minutes and seconds
- Intermediate: Change the text color for high or low numbers
- Intermediate: Make multiple customizations to a measure's appearance
- Advanced: Add an up- or down-pointing arrow to show change over time