Supervisors are users who, in addition to all the features available to Agents, will be able to view reports and dashboards related to Agent activity and call status.
Supervisors are usually team leaders who need insights into their team’s performance.
Features exclusive to Supervisors in the Contact Center include:
Dashboard
The Dashboard window will provide an overview of the entire Contact Center.
The information can be filtered by Today, Current Week, Last Week, Last Month.
Displays multiple modules such as:
- Calls Volume – Shows the volume of calls during a specific Hour or Day.
- % SLA – Shows the percentage of calls that have been answered within SLA.
- % Time – Percentage of time an incoming call is in the Hunting status against time talking with an Agent (Talk Time).
- Calls Statistics – Graphical report of Calls processed during a specific Hour or Day.
- Agents – Shows details for Agents Total Calls, Answered, Not Handled, Avg Answer Speed
Reports
Reports provide vital insights into the everyday of the team and the Call Center.
Reports can be shared by sharing the URL of the report that has been filtered. The URL will lead the recipient to the same filter as it has created.
The basic Report screen will show like this:
Date range. – Allows the Supervisor to filter reports up to 1 year back.
Skill. – Select a Skill to show information for.
Report. – Display the report information as specified through the filters above and which kind of report we are visualizing.
Specific data can be easily found using the Search function.
The Supervisor will also be able to export the report via the option “Download Excel”
There are currently 7 types of Reports.
Calls report
Shows all calls during the specified Date range. Information shown here is:
- Call Status (Unanswered
/ Answered
)
- Skill
- Call Time
- Caller
- Agent assigned
- Hunting Time
- Call Duration
Agents Reports
Shows metrics and KPI’s for all Agents. Information displayed here is:
- Agent
- Total Calls
- Answered
- Not handled
- Avg Answered Calls (%)
- Avg Not Handled Calls (%)
- Avg Talk Time
- Avg Connecting Time
Missed Calls
Shows all unanswered calls during the specified period.
Information shown:
- Date
- Skill
- Caller Number
- Call Duration
Abandoned Calls
Shows all calls that were ended on the caller’s side at any point of the call.
Information shown:
- Date
- Skill
- Caller Number
- Call Duration
Dropped Calls
Shows all calls that were connected with an Agent, but the call duration was equals or less than 5 seconds. No matter if the call ended on either the caller’s or agent’s side.
Information shown:
- Date
- Skill
- Caller Number
- Call Duration
Callbacks
Shows all calls that left a voicemail and require a callback in the specified period.
Information shown:
- Date
- Skill
- Caller Number
- Call Duration
- Voicemail
- Taken by
- Callback status
Administrators can Assign Callbacks to Agents by using the Assign option on each Callback entry. Users and Administrators can Take a Callback for themselves by using the Take option.
Not Handled
Shows all the call flow for call that were not answered, it will display the agents that receive an incoming call notification but did not pick up the call.
Information shown:
- Date
- Skill
- Call Number
- Voicemail
- Agent Assigned
Call X-Ray
This report allows the Supervisor to visualize the actions that a call took, step by step until call termination.
This report is a bit different from other reports.
The filters here will allow to select Date Range, Skills, Agents and Type of call.
Below, the Supervisor will visualize all calls coming into a specific Skill as specified on the filters and be able to select the call to inspect.
Information shown here includes:
- Date
- Skill
- Caller Number
Finally, after selecting a call, the bottom section of the screen will show a detailed list of steps taken by the call until termination.
Information shown:
- Date
- Call status
- Agent
- Duration of status
Dashboards
Agents Status
Displays the presence status of all Agents. Presence status is controlled by the Agent in the Teams app.
Agents can be filtered by their Skill or current Presence status
Press this icon to Refresh this information:
Calls Volume
Displays a graphic dashboard report of the volume of calls in the specified time range.
Available ranges are:
- 12 hours
- 7 days
- 12 months
- 7 years
Specifies the following type of calls:
- Abandoned
- Dropped
- Answered
- Missed
- Callbacks
