Supervisor Console 2.0 is a comprehensive digital headquarters that enables supervisors and managers to efficiently monitor and manage the activities of their agents in a call center environment. It is a one-stop solution for all the tasks and activities for the Supervisor. Supervisor Console 2.0 solves the most important pain points/ requirements of a supervisor and equips them to achieve exceptional results. 

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Home Page

The home page is the landing screen that is visible to the supervisors after they log in and consists of widgets that give an overview of team evaluation metrics. Home page has following widgets:

1. Overall Performance Metrics for the past 24 Hours: This widget enables supervisors to gauge the overall team performance and analyze essential metrics such as number of calls offered, taken, average handling time etc., in the past 24 hours. 

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2. My Team Status: This widget will assist supervisors to track the availability status of their team members - whether the agent is working on a case, waiting to start working on the case, busy, or unavailable. 

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3. Team Overview for past 24 hours: A consolidated view of each team member's name, their availability status, and their average handling time for each case in the past 24 hours.

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4. My Recently Viewed Dashboards: You can have a quick look at the recently viewed dashboards and also revisit the desired dashboard if needed.

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5. To-Do widget: Manage your daily tasks from this widget.

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6. Recommended articles list: You can navigate through knowledge base articles that are most relevant to you.

Agent Monitoring

The aim of the Agents page is to provide supervisors with information on agents' performance. It showcases critical KPIs such as Average Response Time, Average Handling Time, Hourly Reply Rate, etc. The supervisors get to know the agent's status, state, and capacity at a glimpse.

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Campaign Monitoring

Voice campaigns contain a high level of customizability regarding how the customer can be reached, how often they must be called in a certain period, in which order the calls need to take place, etc. The goal of voice campaign monitoring is to improve the ROI of the campaign by identifying areas that need improvement and making adjustments to increase conversions and customer engagement. It is an important aspect of any voice-based sales & service strategy and can help businesses reach their target audience more effectively.

Call Back Manager

Callback Manager enables Supervisors to view the summary of scheduled callbacks. They can reschedule or cancel the callbacks.

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Quality Management

The Quality Manager page provides a summary of all the cases, which the Quality Managers can access for manual evaluation. Supervisors have a consolidated view of each case which they can further drill down to understand call analytics such as call transcript, highlights, AI score breakdown, CSAT score, sentiment, and much more.

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Alerts

Alerts help to notify the supervisor when there is a breach in any agent and operational performance metrics of the care center. Supervisors can create and monitor alerts on different standard and custom metrics. When the alert conditions are met, the supervisor gets notified.​

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Announcements

A supervisor can send an update to all the agents with just a few clicks - making the flow of information very smooth and efficient.​​ Supervisors can configure and manage announcements for their agents from this tab.

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Reporting

Supervisors can view the reports shared with them by clicking on the reports tab. Here, we can filter and export the reporting data.

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Care Console

Clicking on the care console icon opens the console for the supervisors to view cases and perform case management actions on those cases.

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Manual Call

Supervisors can manually initiate an outbound call to their customers. The dial icon remains enabled when the user is in available status.

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