Supervisor Functions

[Piotr_Comtrust]

Hi Guys, about SCC roadmap - do you already know when Supervisor Functions like silent listening, coaching or barge-in/intercept will be available in Communication Panel? Migration from CDT to CP is limited without this.

BR, Piotr

[Nina_Makkonen · Accepted solution]

Hi Piotr,

Supervisor functions are currently in development as we speak. Our expectation is to have the Agent Guidance feature available firstly in the cloud product release of 21Q2.

Kind regards,
Nina

[Jukka]

Update for this topic: 
- supervisor functions for cloud planned for 21q2 release
- supervisor functions for onprem planned for FP18 release (ETA not yet decided, maybe later on this year)

BR,
Jukka

[ttomlinson]

Hi Jukka , If I read this correct - Supervisor function for on-prem does not support supevisor function prior to release FP18. Im currently on FP18 and finding that the supervisor functions are all working except the silent listening. Is this perhaps a known issue. I'm on FP18 with the latest hotfixes as of 2 months back.

Regards

[Jukka]

Yes, Agent Guidance (previously Supervisor) functionality for Communication Panel were introduced on FP18 and it is not available in older releases. What comes to CDT supervising, there is no changes. 

Release note for Agent Guidance can be found here: Agent Guidance (sinch.com)

There you can find list of supported features. 

BR,
Jukka