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Real-Time Insights, Empowered Decisions

Supervisor Desktop offers contact center supervisors and administrators real-time insights into agent performance and customer interactions. It enables efficient tracking and management of various contact center operations, helping to maintain service levels and optimize agent productivity.

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    Summarize each queue with key data like waiting and engaged conversations, agent assignments, and metrics such as wait times, to help manage workloads, prioritize tasks, and ensure timely responses.
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    Track agent-specific metrics and live conversations, enabling supervisors to monitor performance and workload, optimizing allocation for real-time productivity.
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    Show all live agent interactions, offering detailed insights and allowing supervisors to monitor and intervene to ensure quality service.
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    Display service level targets for voice and chat interactions, along with SLA alerts that prompt timely actions to enhance customer satisfaction.
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    Create customized views using filters like channel, agent group, language, and conversation state to monitor specific scenarios and track the health of daily operations.

Supervisor Desktop

Key Features

Monitor, Whisper, Consult, Barge

Offer live interaction support

The Monitor, Whisper, Consult, and Barge features allow supervisors to oversee and assist during live customer interactions. Supervisors can listen silently (Monitor), offer agents private guidance (Whisper), join conversations for consultation (Consult), or take over the interaction if needed (Barge), improving agent performance, customer satisfaction, and issue resolution efficiency.

Real-time Dashboards

Monitor live activity

The Supervisor desktop features two real-time dashboards: Automations and Queues and Agents. The Automations dashboard tracks conversations and bot performance, identifying improvement areas. The Queues and Agents dashboard monitors agent performance and queue status, tracking metrics like handle time, response time, customer satisfaction, and disposition for both individuals and teams.

Interaction View

Post-interaction Insights

The Interaction view focuses on post-interaction insights, enabling supervisors to assess conversation quality, resolution times, and SLA adherence. This historical view helps identify patterns, track trends, and highlight areas for improvement, offering a holistic understanding of customer experience and agent performance.

Reports

Package and Share Results

Reports are customizable and schedulable, delivering summaries of key data like agents, queues, dispositions, statuses and SLAs via email or in-app. Detailed conversation data is available in the Interaction Details report, while agent-specific reports cover activity, status, working hours, and performance metrics such as conversations handled and average CSAT.

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