Supervisor Console
The supervisor is a professional tasked with training and motivating their team of agents as they provide help, answer questions, address grievances, and support customers. They are tasked with helping agents with queries about best practices or challenging calls, as well as monitoring and evaluating agent performance, scheduling appropriate training or coaching opportunities, granting essential approvals, managing various case types and monitoring critical cases.
The supervisor console allows the supervisor to perform all the above tasks smoothly whilst tracking cases and taking necessary actions.
Overview of the Supervisor Console
The following image shows the different UI elements at the top of the console:
The following table describes the UI elements on the console:
UI element | Description |
|---|---|
New Case | The New Case option enables the supervisor to create a new case by gathering all necessary details such as Customer Information, Case Classification, Additional Details and First Contact Resolution. |
Group Dashboard | To explore group performance in greater detail using graphical formats, click Group Dashboard. |
Executive Dashboard | A management level dashboard to explore the overall case insights in greater detail using graphical formats. |
Agent Dashboard | To explore agent performance in greater detail using graphical formats, click Agent Dashboard. |
Advanced Search | To perform an advance search on cases, click Advanced Search. |
Group | Displays the group that the supervisor is in charge of. |
Total agents in Group | Displays the total number of agent currently in the shift |
Available agents | Displays the total number of agents available |
Unavailable agents | Displays the total number of agents unavailable |
New cases | Displays the number of new cases created in the group |
Open cases | Displays the number of open cases |
Completed cases | Displays the number of completed cases |
Reopen cases | Displays the number of cases that have been reopened |
Wrong classification | Displays all the cases created by the agent that were wrongly classified |
Escalated to IT | Displays the number of cases escalated to IT |
Case Monitor
The supervisor can monitor certain types of cases and check if they have reached their threshold set for them. For eg; network quality issues can be monitored.
The following table describes the column titles:
Column title | Description |
|---|---|
Category | Displays the case category |
Target Count | Displays the target count |
Current Count | Displays the current count |