Dashboard & Stats
Queue Monitoring
A Queue is a designated group of agents responsible for handling specific calls routed via an IVR. Queue Management allows supervisors and administrators to configure how incoming calls are distributed, prioritized, and handled when agents are unavailable.
Dashboard
The Dashboard tab in the Supervisor Console provides a historical and summarized overview of all activities within a selected campaign. The interface dynamically adjusts its metrics and widgets based on the specific campaign type selected.
Agent Monitoring
The Agent Monitoring tab provides Supervisors with a detailed, historical perspective on the activities, performance, and productivity of individual agents over a specific duration (typically the last 12 hours). It serves as a central hub for deep-dive analysis into an agent's workday, encompassing their schedule, efficiency, and transaction volume across all assigned campaigns.