Contact is managed using the Contact web interface, which provides information and management control to authenticated operations users.
This online help is for the Supervisor Portal part of the interface, which allows you, a company supervisor, to perform a number of tasks relating to the agents, queues and groups that you supervise.
Note: The various features and functionality involved in Supervisor Portal tasks are licensable options for which you must have the correct licence(s) and appropriate privileges.
Click play to watch a video overview on using the Supervisor Portal interface.
Using the Supervisor Portal, you can:
- Monitor queuing: you can view the status of each queue (the number of items waiting, the average wait time, etc.) in real time, and manage these accordingly
- View and track queues for agents
- View the contact centre’s KPIs
- View live measurement of the service level for agents, groups, queues, and the Contact as a whole
- View and download reports on queue and agent performance
- Manage long queues by overflowing into another queue
- Record a particular call being handled by a specific agent
- Listen in on a call and then explicitly intercept the call so you can engage with the caller along with the agent, take over the call from the agent, or drop out of it
- Configure availability and unavailability criteria for agents
- Configure what agents can view on their web portal
- Respond to emails that are allocated to you
- Review agents’ email responses before they are sent out to customers
- Allocate emails to agents or email queues.
Note: A company supervisor may be assigned specific privileges, which determine what they can do with each subset of a company’s data in the same way that a company administrator can, for example, they can configure queues. For information, see the online help for the Administrator Portal part of the interface.