Supervisors faces many challenges in contact center day-to-day activities in : performance levels for the groups and agents, status of the agents and of the calls, tickets, call volume, abandon & missed call, wait times and all of this both real time and historical.
Hence supervisor requires access to high level of data with ability to drill down as and when require.
Supervisors Dashboard provides real-time information about agents and campaign queues. This helps supervisor to manage call center activities more efficiently and run the process proactively.
Supervisor dashboards empowers call center supervisors to make critical customer service decisions in real time at any point in the call lifecycle.