Context

You may notice that an agent who appears in the Agent Directory is missing from the Supervisor tab and Transfer options. This can be confusing when you expect to see all agents available for supervision or call transfers.

Answer

When an agent has a Coaching Worker profile (team lead role), they are automatically filtered out of the Supervisor View and Transfer options. This is by design, as Coaching Workers have specialized permissions for whisper coaching and live listening to calls for their team members.

To make the agent appear in the Supervisor tab and Transfer options again:

1. Change the agent's profile from Coaching Worker back to a regular agent role

2. The agent will then re-appear in both the Supervisor View and Transfer options

This filtering system ensures that team leads with coaching responsibilities are distinguished from regular agents in supervisory and transfer functions.