TROUBLESHOOTING: Amethyst Supervisor

[Belinda Frick]

Amethyst Supervisor problems


Problem: Reviews with a score of 0 are skewing
the stats for the agent.
Resolution: When the supervisor opens an AQM recording
to review it, they must first listen to the call to confirm that
the recording can be used for a review. They should only select a
template if they are satisfied that the recording can be used.
If they select the template first and then decide not to review
the agent on this call, the review will be saved with a score of 0.
There is no built-in facility to remove these reviews again.

Problem: Not all the agents are visible on the supervisor
screen.
Resolution: Ensure that all the agents have been ticked on the
'Configure Supervisor' screen. Also check if a different user login
has not been used on that agent's PC.
OR
Check that the usernames in Topaz do not contain a single quote characters.
These characters can't be interpreted correctly by Amethyst and the Username
will not be added to the Agent list and will not show you any calls for that
user. Fix the user names in Topaz and ensure that the calls work correct
from that point on. Then email support@datatex.co.za for more assistance
to retrieve the old calls.

Problem: After reviewing an agent, the Agent quality review
doesn't have any marks.
Resolution: The supervisor must click on the SAVE button to
ensure that all the marks are saved to the database.

Problem: The supervisors do not know how the client software
can be configured via the supervisor and they do not know what the
settings mean.
Resolution: These features are supposed to be explained during
training.

TROUBLESHOOTING: Tests to check USBClient and SLVR setup.
TROUBLESHOOTING: Terms used with Amethyst
TROUBLESHOOTING: SLVR issues identified after an Amethyst installation.
TROUBLESHOOTING: Problems common to SLVR and USBClient
TROUBLESHOOTING: USBClient problems
TROUBLESHOOTING: Settings in Topaz when using Amethyst
TROUBLESHOOTING: Amethyst Supervisor
TROUBLESHOOTING: Amethyst Server
TROUBLESHOOTING: Other general configuration problems