Supervisors can use the Monitoring tab in SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console to review and actively monitor agents, queues, groups, and campaigns.
Real-time monitoring and reporting provides critical contact center metrics and gives supervisors an ability to manage their call center agent teams effectively. Authorized supervisors can monitor live agent and customer interactions by barging in.
Authorized supervisors are able to see in real time the status of their contact center through a web browser; their Service Levels vs. Goal, the number of calls in progress, the number of calls waiting, the longest-waiting interaction per queue or skill, and real-time agent status graphs indicating the percentage of time in various states, such as on call, waiting, wrap up, on break, and more.
Supervisors have the ability to monitor only a given group of agents and queues.
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