The complete set of quantitative monitoring tools verify if the operation respects the defined service levels.
A supervisor either has a view on the complete platform or can be restricted to his defined affections.
Detailed campaign information gives a real-time overview of the number of calls waiting for the given campaign, the number of agents linked to that queue, the maximum waiting time, the average waiting time, etc.
The agent view monitors the agent status: ready, online, wrap-up, or pause.
Time spent in the current status is shown. Agent performance and results are shown.
Next to traditional quantitative supervision, a modern supervision tool should also monitor the business results.
For outbound campaigns the supervisor has a real-time view of the number of records processed, information on the number of used telephony channels, results, etc.
A supervisor can also perform quality monitoring actions on the events as they occur.
As an example, a supervisor can listen to a conversation, record a conversation, break into a conversation or pass useful information to an agent by sending a message.
