The Supervisor Console is a comprehensive monitoring tool that offers a holistic view of team performance. It empowers direct supervisors, managers, and heads of organizations to effectively manage and analyze key performance indicators (KPIs) across their entire call-centre organization. With the My Team feature, you easily track and evaluate aggregate metrics, monitor escalated tickets, and drill down into specific manager performance and organizational units.

​

The console provides full visibility into every aspect of team work, including cases, queues, and campaigns, allowing supervisors to listen in on calls, offer support, and set up alerts. Additional features such as announcements, chat, and customizable reports enable supervisors to derive insights, identify areas for improvement, and make informed decisions to optimize contact center performance.

​

Live Monitoring

1. Real-time Agents monitoring: The console provides real-time monitoring of customer interactions and agent activities, allowing supervisors to quickly identify areas for improvement and make informed decisions. Supervisors listen in on live calls, whisper or barge in to provide support, and monitor call quality and performance to ensure customer satisfaction.

2. Queue & Case Monitoring: The Console allows monitoring in near real time in context of queues and cases helping supervisors to ensure shorter wait times and appropriate & timely case resolution.

3. Alerts and notifications: The Supervisor Console allows supervisors to set up real-time alerts and notifications, ensuring that they are informed of any critical events and customer issues as they occur.

Comprehensive Reporting

​

​

1. Team performance analysis: With the My Team feature, supervisors monitor aggregate key metrics across teams, queues, campaigns and cases, and view the performance of a specific manager or business unit.

2. Performance monitoring: The console provides supervisors with real-time and historical performance data, such as call volume, average handle time, and agent utilization, allowing them to track performance over time and make data-driven decisions.

3. Historical reporting: The Supervisor Console provides access to historical data, allowing supervisors to review past performance, identify trends, and make data-driven decisions.

4. Customizable reports: The Supervisor Console provides a range of standard reports, as well as the ability to create custom reports tailored to specific requirements and use cases.

5. Visualizations and data insights: Different visualizations and views help supervisors to quickly identify trends, patterns and areas for improvement, and take action to improve contact center performance.

6. Call center data analysis: With a range of analytical tools, supervisors gain insights into call center performance data, including call volume, average handle time, and customer satisfaction scores.

​

Powerful Collaboration

1. Chat and announcements: The console provides a platform for supervisors to communicate with agents and customers through chat and announcements, allowing for efficient and effective resolution of customer issues.

   ​

   Prerequisite: Access to Announcement Create Permission.

2. Collaboration and communication: The console provides a platform for supervisors to communicate with agents and other supervisors, share information, and collaborate on customer issues and team performance.

Native Integrations

1. Workforce management: The console provides supervisors with the ability to manage their team's schedules, view real-time staffing levels, and allocate resources effectively to meet demand. The console provides supervisors with predictive analytics capabilities, such as forecasting and capacity planning, allowing them to proactively manage their contact center operations and ensure that resources are deployed effectively.

2. Quality assurance: The console provides supervisors with the ability to evaluate and monitor agent performance through call monitoring, call scoring, and performance reports.

3. Coaching and training: The console includes features that support agent development, such as call observation, agent feedback, and training resources.

Core Capabilities

1. Call distribution management: The console provides supervisors with the ability to manage the distribution of calls to agents, including automatic call distribution, manual call distribution, and skills-based routing.

2. Multi-channel support: The Supervisor Console provides support for multiple channels, including voice, email, chat, and social media, allowing supervisors to monitor and manage customer interactions across all channels.

3. Role-based access control: The Supervisor Console provides role-based access control, allowing supervisors to manage access to contact center data, resources, and tools based on user roles and responsibilities. This helps ensure data security and enables supervisors to tailor the console to their specific needs and that of their contact center.

4. Customization: The Supervisor Console is highly scalable and customizable, allowing supervisors to tailor it to their specific needs and the needs of their contact center.

​

Different Tabs in Supervisor Console

Home Page

The home page is a critical aspect of the Supervisor Console for managing and monitoring the activities of their team. Upon logging in, Home Page gives a thorough overview of your team's key performance metrics, enabling you to quickly evaluate the performance of your agents, tickets, and team as a whole. You can identify areas which needs attention and take appropriate action. Supervisors view a variety of crucial pieces of information on the home page, which is created to be a one stop shop for all the information. They can do the following:

1. View team performance over last 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. 

2. View real time team status - This widget assists 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. 

3. Monitor escalated tickets - You can have a quick look at the recently viewed dashboards and also revisit the desired dashboard if needed.

4. Manage their To-Dos - Manage your daily tasks from this widget.

​

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.

​

Queue Monitoring

From the Queues page, the supervisors monitor the health of queues that are shared with the users. Apart from this, the supervisors drill down into each queue to view an aggregate summary of the queue.

​

​

Call Back Manager

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

​

​

Quality Management

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

​

​

Alerts

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

​

Announcements

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

​

​

Reporting

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

​

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.

​

​

Manual Call

​

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

​

​