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How to Assign Supervisor Level in VCC Agent Console
8x8 Support

How to Assign Supervisor Level in VCC Agent Console

Objective

To assign supervisor level access for a Virtual Contact Center (VCC) user.

Applies To

  • Virtual Contact Center
  • Supervisors
  • Agent Console

Procedure

  1. Confirm that the supervisor has been added as a VCC user in the Virtual Office Account Manager portal (Accounts > Add New User Profile). 
  2. Log into the tenant VCC Configuration Manager.
  3. Click Agent. 
  4. Click Supervisor.
  5. Check the box for This user is supervisor and Allow this supervisor to monitor calls.Screen Shot 2019-09-09 at 3.11.52 PM.png
  6. Assign all the queues and groups that this supervisor needs to monitor and retrieve recordings.
  7. Select Save to apply changes.

Have the user log out and log back into Virtual Contact Center. 

Access Monitoring

  1. Log in to Virtual Contact Center Agent GUI.
  2. Click Work Offline.
  3. Select Menu > Monitoring.

Additional Information

In order to listen to call recordings, the Supervisor Agent's Monitoring needs to be assigned to the queues and Agent Groups.