Supervisors enjoy additional privileges to manage queues, monitor agent activity, and generate reports.
The Monitoring tab allows supervisors to manage Queues, Campaigns, Agents, and Call Playback.
View Queue Metrics in real time, for the previous 30 minutes, or from the beginning of the day.
Supervisors can listen to agent calls in progress, or join an agent’s call from the Monitoring tab.
As a supervisor, you can also play back call recordings for agents under your supervision.
Reports provide a detailed look at your contact center’s activity. You can export reports to Microsoft Excel for further analysis or manipulation.
From the Navigation Menu, select Reports in the drop-down menu.
Notices are broadcast across your contact center and can be sent with low, medium, or high priority to everyone or to specific groups.
Past notices can be reviewed in the Notices Tab.