Agent Supervisor Tools
Stay on top of everything with role-based supervisor tools that help you plan, monitor, react and control every important metric in your contact centre.
Command and Control
- Get up-to-the-minute statistical information with wallboards that can be displayed everywhere—from contact-centre walls to your smartphone. Get current queue info, interactions in progress, agent statistics and other key performance indicators (KPIs).
- Listen and barge features help you coach agents. Follow up later using recordings, or save the day immediately by interrupting the call. Or, direct the agent behind the scenes in a chat session.
- Smart call recording lets you pick individual calls to listen to, or use optional automatically optimized sampling to make sure you’re getting an accurate picture.
- Track historical performance with more than 138 different reports, plus a powerful wizard that lets supervisors customize each report for at-a-glance reports on the information they need most.
- Intelligent scheduling features help you adjust schedules quickly and easily as real-world changes happen—without tedious rework.
Easy Performance Management
With 8x8 Virtual Contact Centre, it’s easy to find recordings and track historical performance. Optional features include the ability to track agent performance against plan, with easy-to-use color coding to see who is conforming to plan, surpassing goals, or out of conformance.