Agent Management

Supervisors only

Respond to an Agent's Alert Message

Broadcast a Message to Agents

Make an Agent Available or Unavailable

Listen to a Live Agent Conversation

Monitor an Agent's Live Social Media or Web Chat Session

Change an Agent's or Supervisor's DTA Login Password

Configure the Channels an Agent can Service

Configure Agent Channel Interrupt Settings

Assign Agent Skills

Assign an Agent an Alias Name

Log an Agent Out of DTA