The complete set of quantitative monitoring tools verify if the operation respects the defined service levels, and notifies the supervisors and contact centre managers if this is not the case thanks to user definable alerts.
Activity views bring information on the associated queue.
For outbound activities the supervisor has a real-time view of the number of records processed, information on the number of used telephony channels, results, etc.
Detailed queue information gives a real-time overview of the number of calls, emails, chats,… in the waiting queue, 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.
At any time, one can zoom on details.
In addition to traditional quantitative supervision, a modern supervision tool should also monitor the business results.
The level of compliance towards global and detailed targets is the only way to objectively evaluate the results and the evolution in time of campaigns, activities, and agent performance.
Customizable dashboards can be defined.
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.
All supervision screens can be personalized. Each supervisor is able to create his own personal work environment.
Creating new agents is typically an administrator’s task, but supervisors can be granted the right to assign agents to teams and to update the team’s and agent’s individual skills.
