Supervisors can use queue monitoring to check the pending cases, total wait time, SLAs and agents associated with different queues on one screen.

​Increase your team's efficeincy

• Monitor the overall health of Queues and agents present in queues to effectively manage influx of cases that are coming in queues. Edit and Add Skills of agents on the go, based on influx of the case traffic and the leads available for dialing.

• View the current cases assigned to agents to identify workload on team members.

• Supervisor has autonomy to move teams to productive status in case of a high influx of customer queries, complaints etc. This gives control to the Supervisor to determine the staffing of agents in a queue.

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Resolve your customer's problems fast

• Supervisor can monitor cases with high handling time to ensure that less cases are waiting in the backlog and can further instruct agents by whisper feature to wrap the cases early in peak hours.

• Open agent-customer conversations in real time or listen to your on call agent to get an in depth insight about your customer's queries.

Instruct and Evaluate your agents in real time

• Live On call case evaluation - coach agent by whispering in live call. Take control over the call if the situation is going out of hand. This can help the supervisors to work closely with newly onboarded agents and inform them about the best practices.

• Supervisor can also audit agents activity in real time and can identify areas of strength and weakness. Based on the analysis supervisor can assign relevant courses, 1-1 coach agent and further track the agent's progress on lagging metrics. The continuous iterations of this will make agents top performers. Supervisor has access to detailed audit activity of the agent. This information promotes trust and accountability across agents.

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