SUPERVISOR SCREEN Guide

SUPERVISOR SCREEN Guide

Supervisor screen 



The screen that you will see when you first enter the supervisor module is as follows:



Information such as queue details, hourly call numbers, status of agents, waiting calls, service levels, and answering ratios can be found on this screen. 

Dashboard

Customizable Dashboard

You can customize your dashboard by clicking the "Edit" button at the top right corner. Select the components relevant to the data you want to track and add them to the respective columns. You can also choose your preferred layout from the right side to personalize the appearance of your dashboard.



Click the magnifying icon at the top right corner of any table on the dashboard to expand it and view more data as shown below.



Creating a New Dashboard

In addition to the default dashboard created by the system, you can create up to two customizable dashboards.

Click the "New Dashboard" button on the right side of the dashboard name to be redirected to the "Edit" page, where you can make the necessary adjustments and save to create your new dashboard.



Bulk Messaging Feature

With the newly added "Agents" filter, you can now select desired agents and send messages in bulk.

Additionally, you can select multiple Queues and Teams for message sending.



Color Range Settings

You can set color thresholds on the dashboard graph according to the operational process from the SL and AR sections.




Automatic Tab Switching Feature

Enable automatic switching between the Status, SL-AR Avg. Time tabs by selecting the transition duration to either 3 or 10 seconds from the settings screen that opens when you click the action button located at the far right of the table.



Chat Busy Filtering Feature

From the Alerts filter in the Status table, you can filter agents who are in System Chat Busy or Agent Chat Busy status.




Multiple Selection Filter for Agents

From the Agent filter in the Status table, you can now make multiple selections to filter agents.


Displaying Agent Team & Queue Information

Now, the Status table allows you to view the Queue and Team information of an agent collectively from the Queue and Team columns.


Outbound Call Attempts

An "Outbound Call Attempts" column has been added to the Status table, where you can follow the display of relevant data according to Queue statistics.

Columns Related to Chat in the Status Table



Columns related to chat data such as Total Break, Total Extra, Total Chat, Average Chat, and Chat Count have been added to the Status table.


Background Agent Listening Widget Feature

With this feature, you can continue listening to an agent while working on supervisor pages.
From the "Listen to Agent" pop-up, check the box "Continue listening to the agent in the background" and close the pop-up to create a widget like the one shown below, which you can move to any corner of the screen by dragging and dropping.
From the widget, you can exit listening mode, mute the sound, or open the detailed "Listen to Agent" pop-up; you can also minimize the widget for more efficient screen use.




Status Change Feature

Now, reserve and normal status changes can be managed from a single screen.

If an agent is in any status other than Talking, the screen below opens, and you can write a message to the agent if desired and proceed with changing the status.



If the agent switches to Talking status, the screen automatically changes to Reserve Status, and you can set the status you want the agent to automatically switch to after the call ends.


Additionally, you can now send messages to agents while setting the reserve status.


Table Settings Feature

A "Table Settings" section has been added to the Queue statistics and Interval sections, where you can customize the columns.

From here, you can change the order of the columns, add or remove columns, or pin a column to the far left corner; these changes are saved to your browser settings.


Wallboard

We have added a Wallboard feature to the new supervisor dashboard, listing key metrics that need to be monitored according to your call center operations.
From the action section in the top right corner of the table, you can add or remove metrics relevant to your operations.


Queue Statistics and Interval Table Showing Columns Related to Chat

Columns related to chat data such as Answered Chat, Rejected Chat, Park Count, and Chat Timeout have been added to the Queue Statistics table.
Columns related to chat data like Chat Accept, Reject Chat, Chat Timeout, and SL Chat have been added to the Interval table.


Performance Screen Sorting Feature

Sorting feature has been added to the Performance screen in the Status table.
You can view the Incoming, Outgoing, and Efficiency values of the agents on this table.


Campaign Page

Campaign Page Filtering Feature

A filtering feature has been added to the campaign page to filter by active campaigns.


Campaign Page Drag-and-Drop Feature

With the development we have launched, you can now change the positions of tables personally by clicking the drag-and-drop icon at the top left corner of the tables on the campaign page, making campaign monitoring easier.


Agent Page

From the new supervisor Agent page on the left side, you can see the real-time number of agents by status and filter agents according to the selected status.
Additionally, you can make multiple selections and filter based on Agent, Queue, and Team.
As in the dashboard, you can view the overall performance of the agents and send messages collectively.


Call and Chat Quality Evaluation Objection Page

A pop-up screen showing detailed information related to evaluations has been added to the Call and Chat Quality Evaluation Objection page.
From this screen, you can view notes related to the evaluation objection, click the Evaluate Objection button to conduct an evaluation.



Active Chats Page

Now, from the Active Chats page, you can add labels and view the label pressed by the customer representative or on the ICR.


Call, Chat, and Video Call Listing Page

A "Table Settings" feature has been added to the call, chat, and video call listing pages, where you can customize the columns.
From here, you can change the order of the columns, add or remove columns, or pin a column to the far left corner; these changes are saved to your browser settings.


Chat Quality Evaluation Objection Page

With the development we launched, you can now access the Chat Quality Evaluation Objection Page from the new V3 supervisor.
On this page, you can list the chat-related evaluation objections, view details, evaluate objections, or cancel them.




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