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SELF-PACED LEARNING

Supervisor & Team Leader

Prioritizing queues, managing agent capacity, monitoring Cases/SLA, and reviewing interventions.

To the Supervisor, the chief of CS and the head of operations.♪ 45 ♪8 lessons

Training scenario

A morning surge in chats and several Cases nearing SLA deadlines. The supervisor identifies priorities, checks available agents, and sets follow-up actions.

Before you practise

Do not change the active routing at the hours of practice. Use simulations and review of readonly.

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Mark each lesson after reading it. Progress is saved only in this browser, not as proof of certification or work completed in Tautiva.

Follow the content in order

  1. 01
    Read the supervisor Operations dashboard

    Learn: Understanding Operational Overviews

    Check your understanding: Can display Inbox waiting, Agent capacity, and Case/SLA.

    Open lesson 1
  2. 02
    Monitor team capacity and queue load

    Learn: Evaluating Team Workload

    Check your understanding: Can explain the difference between snapshot dashboard and current status.

    Open lesson 2
  3. 03
    Manage queue membership and agent capacity

    Learn: Understanding Eligible Teams and Max Active/Agent

    Check your understanding: Can explain the difference between Available, Active, and routing Modes.

    Open lesson 3
  4. 04
    Use advanced filters and bulk actions safely

    Learn: Understanding the Impact of Mass Conversation Changes

    Check your understanding: Can state the authority limits for bulk actions.

    Open lesson 4
  5. 05
    Monitor Case status and follow-ups

    Learn: Identifying Urgent Tasks

    Check your understanding: Can find Due soon and SLA breached Cases.

    Open lesson 5
  6. 06
    Respond to an SLA warning or breach

    Learn: Determining When to Escalate

    Check your understanding: Can explain that breaches that have occurred still need to be recorded.

    Open lesson 6
  7. 07
    Monitor Contact Center queues

    Learn: Monitoring Call Queues

    Check your understanding: Can distinguish between Waiting, Active, Wrap-up, and Done.

    Open lesson 7
  8. 08
    Review supervisor intervention history

    Learn: Evaluating Team Action Records

    Check your understanding: Can explain the importance of audits and reason logging.

    Open lesson 8

Completed all lessons?

Tell me the rehearsal scenario and explain the steps to a colleague, for the practice of storing data or sending messages, use the QA workspace and its legal escort.

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