Monitor daily activity, track agent performance, join live calls and chats, stay on top of KPIs and more.
AI-Native Supervisor Experience
Supervise with Ease
DASHBOARD
Insights and Analytics
to understand the big picture
The supervisor dashboard provides key metrics like queue sizes, wait times, skills in demand, agent performance, CSAT and more.
Activity Monitor
Track Agent Performance
to deliver maximum efficiency
The activity monitor view allows supervisors to monitor and track agent activity, history, their customer queues and workload. Supervisors also have the ability to view agents by requested skills, identify bottlenecks and enable workload optimization.
Drop-in & Takeover
Driving Collaboration
between supervisors and agents
Supervisors can drop-in on any agent and get a live view of their screen, coach and assist them or even take control at any time. For voice calls supervisors can listen in or create a conference call for a group conversation.
Skills & Agent Groups
Personalized Service
to fit customer needs
Organize your agents into groups by region or function for better control. Create and assign skills to agents with a skill profiency level for granular control on how a customer is prioritized in the agent queue.
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