Supervisor Console is a powerful monitoring tool to keep a close 360 view of your team. While the direct supervisor uses it effectively to manage agents and their performances, managers and heads across the hierarchy can leverage this console to monitor and analyze critical KPIs across their complete organization. 

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With the introduction of My Team, such users can have a bird’s eye view of their entire organization and their performance. They can monitor aggregate key metrics across teams, queues, campaigns and cases. Proactively monitor escalated tickets and much more. They can choose to drill down and view the performance of a specific manager and their organization. This view allows heads to identify business units which are performing well and which are performing not so well. 

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In addition to this broad view, you have full visibility access to every aspect of your team's work, including every case, every queue or campaigns.  You can listen in on calls, whisper or barge in to provide support, and set up alerts as needed. The Supervisor Console also includes features like announcements, chat, and reports to make your job easier.

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With a range of standard reports and the option to create custom reports tailored to your specific needs, the Supervisor Console provides you with the tools you need to derive insights. The use of different visualizations and views helps you to quickly identify areas for improvement, take action to improve your contact center's performance and make informed decisions about your contact center's performance.