Supervisor / Group Manager Features
Manage Contacts
The Manage Contacts screen is a critical tool for the Supervisor , enabling the end-to-end management, viewing, and filtering of individual customer records (contacts) within a specific lead. This screen provides the interface for Supervisors to perform data hygiene operations and analyze contact status before and during a campaign.
Lead & Dialing Configuration
The Manage Lead functionality allows the Supervisor to perform end-to-end management of contact lists (Leads) at the Process level and tailor them for use within specific campaigns. This process includes creating, editing, and deleting leads, viewing lead performance summaries, and configuring dialing rules like time windows and prioritization \[Source User Provided Details].
Lead Management
Lead Management is the core function for administering customer contact lists within the platform, enabling fine-grained control over customer data, dialing prioritization, and campaign routing logic across voice and interaction campaigns. This feature is primarily managed at the Process-level by the Supervisor , allowing for the creation, modification, and upload of contact lists (Leads) that are then shared among multiple campaigns within that specific Process.
Call Details
For Supervisors and Group Managers, the Call Details tab is a critical quality assurance and performance monitoring tool located within the Manage menu of a Voice Campaign. It provides a complete history and management console for the agents and groups under their supervision.
Queues
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.
Group Manager Usage and Info
The Group Manager has access to a web-based interface with privileges to monitor real-time activities and view historical statistics pertaining to assigned campaigns and processes. Follow these steps to create a Group Manager account Log in to the Administrator UI using Administrator credentials.