Supervisor Guide

supervisor manual omni version1 overview the contact center supervisor interface is a unified, web based dashboard designed to give team leaders and managers complete real time visibility and control over contact center operations it serves as a command center for monitoring agent performance, tracking campaign metrics, and intervening in interactions to ensure quality here are the key capabilities of the interface real time monitoring supervisors can view live agent statuses (e g , ready, talking, on break), queue wait times, and active call details through customizable wallboards call intervention tools it provides features to manage live interactions, including snoop/listen (monitor without detection), whisper (coach the agent without the customer hearing), and barge in (join the call directly to assist) agent management supervisors can force logout agents, change their work states, or reassign them to different campaigns dynamically based on traffic volume analytics & reporting the interface offers access to historical data and real time kpis—such as average handling time (aht) and first call resolution (fcr)—allowing for immediate data driven decision making supervisor web interface access includes supervisor login docid\ hzoi26344srv1ikolzoc7 supervisor console docid\ qsszj cme7nvnc0dwlj9e process settings docid\ w8k7vgzykwwlhzrok0goc monitor tab introduction docid\ bd57adigodya 5nwekafh monitor inbound campaign docid\ tuib5ikdazuwbnkqkpkj5 monitor outbound campaign docid\ xeosm3ngsntdyeqogmklt monitor omni campaign docid\ y j8bgfk66rjag7vcdzzx manage tab introduction docid\ c14vx tuqmia0qebdgod0 workbench docid\ lckr7yfqous7upoybyr2 reports docid\ nwourz6fw0anjdss6hvkn supervisor account menu docid\ n4thsf0sjobybtgaycyvq logging out docid\ ulmnc mchrugj9u gin6