Supervisor – Real-time monitoring of call center performance

This module includes a range of visual tools for real-time call center analysis as well as alarm and monitoring tools of the SLA which alert the supervisor when intervention is required.

Partial Supervisor

The supervisor has access to a mode able to limit the call queues and the users being monitored. This allows the service centers to offer to third parties (clients) a controlled and exclusive view in real time of the services offered by the call center.
The supervisor interface consists of a number of windows showing several performance indicators. These include:

• Class service rating, i.e. the number of requests served per minute;
• Number of requests currently awaiting response;
• Total number of operators belonging to the class;
• Operator status;
• Wait time, in seconds, of the request that has been in the line for the longest time;
• Average of maximum wait times in seconds;
• Average time of abandoned requests, in seconds.

Operator Coaching

From his or her workstation the supervisor can activate Coaching Mode for a trainee operator. The mode can be activated as a passive function (listening in) or as an active function allowing the supervisor to interact with the operator or also with the client.