Navigating Supervisor Console

As a supervisor agent, monitor cases and performances of agents. You perform tasks that help other agents to proceed with their cases.

Use the console to perform the following tasks:

  • Monitor and evaluate the performance of an agent
  • Manage cases by performing actions individually or in bulk
  • Approve or reject solutions or knowledge articles that agents proposed
  • Create cases
  • Grant essential approvals
  • manage various case types
  • Monitor critical cases
  • Manage global cases

Overview of Supervisor Console

The following image highlights the different sections in the console:

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The following table describes the different sections in the console:

Annotation

Section

Use

1

Supervisor Console

Create new cases, view available agents and get access to insightful dashboards. 

2

Metrics

Get an overview of new cases, open cases, completed cases, reopened cases, wrong classifications and cases escalated to IT/NOC.

3

Case Monitor

Monitor the threshold of certain consequential cases. 

4

Activities

Monitor cases and perform necessary actions on them, provide approvals and evaluate agent performance. 

  • Critical Cases—View cases that are at the critical stage.
  • Case Management—Amend and carry out tasks in bulk using this tab. Depending on the type of action taken, you can assign, resolve and close cases in batches. To perform an action, select the cases and click Case Actions. 
  • Approval Process—View cases that are sent for approval and approve or reject them. You can also view the approval history of previous approvals and rejections. 
  • Agent Performance—Get a summary of each agent's performance in terms of their case scores, soft skills and availability.
  • Knowledge Base Approval—View all knowledge base articles that were proposed, approved, published, scheduled, expired and rejected.
  • Global Cases—A global case is automatically created once an issue crosses the threshold of cases created. Association is done at the agent's discretion. If necessary, the agent might choose not to associate a case, which is then listed as a potential associated case. Any potential associated case may at any point be linked to the global case by the supervisor.
    The supervisor can perform different actions in order to modify the case. If required, the supervisor can also escalate the case to IT/NOC and once the issue is resolved in CSP, he can resolve the case in CSM. As a part of the resolution process, the supervisor can send an SMS to all associated cases informing them about the resolution.
    The supervisor can also manually create a global case depending on the situation. 

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