Supervision

Quantitative monitoring

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 by user definable alerts.

Activity views bring information on the associated queue.

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.

Operational monitoring

Next to traditional quantitative supervision, a modern supervision tool should also monitor the business results.

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.

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.

Customisable dashboards can be defined.

Qualitative monitoring

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.

User definable screens

All supervision screens can be personalised. Each supervisor is able to create his own personal work environment.

Assigning agents

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.

Web based tools

Thanks to the web based approach of the Nixxis supervision tool, supervisors may work from anywhere, even from home, independently of the agent’s physical location.