Supervisors have everything an agent has, plus:
- Live view of queues and agents — who’s waiting, who’s busy, and service levels
- Wallboards to show on a screen in the office
- Reports across calls, email and chat — build your own and schedule them
- Agent management — queues and skills, and changing an agent’s status if needed
Admin access
Designing queues and interaction flows, and other set-up, is done with admin access. Admin licences are free — ask us if you need one, or if you’d like us to make changes for you.
Tips
- Review service levels and abandoned calls weekly, and adjust staffing and routing.
- Use VIP queues for your most important customers.
- Keep wrap-up outcomes short and consistent so reports are useful.