Supervisor Guide
1 min
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 LoginSupervisor Login
- Supervisor ConsoleSupervisor Console
- Process SettingsProcess Settings
- Monitor Tab IntroductionMonitor Tab
- Monitor Inbound CampaignMonitor Inbound Campaign
- Monitor Outbound CampaignMonitor Outbound Campaign
- Monitor Omni CampaignMonitor Omni Campaign
- Manage Tab IntroductionManage Tab
- WorkbenchWorkbench
- ReportsReports
- Supervisor Account MenuSupervisor Account Menu
- Logging OutLogging Out