Why impersonate a supervisor?
Impersonating a supervisor allows one supervisor (or scheduler or administrator) to see and manage agents assigned to another supervisor including adjusting schedules, monitoring adherence, reviewing/approving/denying time off requests. You can view and manage any report that includes a supervisor view.
How do I impersonate a supervisor?
Notes:
- Each person selects their own impersonations – who they are impersonating.
- A person cannot change another person’s impersonations, or stop someone from impersonating them (if they are in the list of eligible people).
- Impersonation is not reciprocal, e.g., if Joe impersonates Jim, Jim cannot impersonate Joe until Jim adds Joe to his list.
- The impersonate function is not available at the Agent level (i.e., agents cannot impersonate people in other roles, even if the option is added to their menu).
- You can impersonate those supervisors/schedulers/administrators who are on the same reporting tree in the organizational model.
- You cannot add a person to impersonate if that person is logged in to Community. This setting can be changed in the Global settings & preferences to Enable virtual supervisor impersonation for supervisors currently logged into Community.
- When you impersonate someone, you will be able to see all of the people that person sees.
Viewing the organizational chart
First, review your organizational model to determine each person’s role and who reports to whom. To view this list, your role must have access to the application menu for People & Agent templates (typically Scheduler and above).
To view the list of who reports to whom in your center, navigate to Settings > People & agent templates > People.
In the Manage existing people drop-down menu select Choose using the organizational chart.
The list shows the hierarchy of your center. You can collapse/expand sections of the list using the down arrows next to the names.
Select a supervisor name to open the list of people for that group. The color bar to the left of the picture indicates the person’s role in Community.
Green = agent
Yellow = supervisor
Brown = scheduler
Purple = administrator
Adding a new person to your impersonation list
To select the person or persons you wish to impersonate:
- Navigate to Today > Impersonate Supervisors.
- Click Add Supervisors.
- In the pop-up window you will see a list of all people eligible for you to impersonate.
- Click Add for each person you wish to impersonate. Once added that person disappears from this list.
- Close the pop-up window and view all selected people. If needed, click Remove to remove a supervisor from the list.
Note: If the person you wish to impersonate is logged in, you cannot add them to your list of people. Once selected, their login status will not affect your ability to impersonate them. - After adding, the person will receive a memo that you are impersonating them.
Filtering by supervisor
Once added, you will see the other supervisor(s) and their direct reports in your options panel when running a report that includes a supervisor filter. In the Filter participants by this Supervisor drop-down menu, select the name of the supervisor to impersonate. When you click Apply options, the report will return the list of that supervisor’s team.
How do I stop impersonating
Your ability to view the other persons team will continue until you return to the list of impersonated supervisors and select Remove then click OK to confirm. The other person will receive a notification that you are no longer impersonating them.