Supervisor Console is a comprehensive digital headquarter that enables supervisors and managers to efficiently monitor and manage the activities of their agents, queues and campaigns in a service center environment. It is a one-stop solution for all the tasks and activities for the Supervisor across all channels of Social Media, Digital, Email and Voice.

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Extensive Real Time Monitoring

The supervisor console helps in live monitoring by giving a real-time visbility of agent, queue and campaign performance. Supervisors can monitor live agent status, states (On Call, Call On Hold, On ACW, Call Ringing), activity of agents and other critical KPI's in one view. Hello

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Powerful Historical Reporting and Analytics a

Supervisors Console comes with the set of out of the box standard reports providing detailed insights and analysis on the performance of agents, trends on case volumes, issue types and much more. Brand admins can also configure custom reports and visualization for Supervisors.

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Coach and improve your team

Live Supervisor monitoring view is equipped with the capability to help and coach agents in real-time which helps in improving CSAT and SLAs. Listen, whisper, and barge-in feature enable supervisors to monitor and interact with calls in real-time. Supervsor can provide guidance and feedback to agents as they interact with customers, helping them improve their communication skills, problem-solving abilities, and overall performance. Ultimately, this can lead to higher customer satisfaction and better business outcomes for the organization. Supervisor Console also comes with the native integration to Quality Management and Learning Management Solutions allowing supervisors to further evaluate and coach agents post interactions. They can assign courses to agent to improve there skills.

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Seamless communication with the team

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They can initiate one-one and one-many communication with the help of chat and leverage announcements feature to align and communicate as a group with team members. 

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Effectively manage resources

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Supervisors can manage skills and queues of agents to improve utilization and increase CSAT. With native integration of Work Force Management, Supervisor Console allows supervisors to view and manage schedules, make forecasts and manage leaves and maximize productivity. They can also access analytics and reports on schedule adherence.

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Smart Alerts

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Proactive multi conditional smart and manual alerts can help supervisors respond quickly to urgent or high-priority cases, reducing wait times for customers and improving overall customer satisfaction. Alerts can help supervisors manage workload and distribute cases evenly among agents, reducing the risk of burnout and improving overall productivity. Alerts can also help supervisors identify and correct errors before they escalate into larger issues, reducing the risk of negative impacts on customer satisfaction or the company's reputation.

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All of these capabilities allows Supervisor to improve key factors - 

• Improve SLAs

• Reduce AHT

• Increase CSAT

• Agent Productivity

• Agent Skills