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Supervisor
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Microsoft VBA
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Supervisor is a desktop application that
allows contact center supervisors to monitor the call activity of a group of
ten or less agents. The application allows supervisors to:
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see an agent's request for help
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join a call as an observer (the supervisor can hear the conversation but
the agent and customer cannot hear the supervisor)
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join a call as a coach (only the agent can hear and talk to the
supervisor)
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join
a call as a participant (the agent and customer can hear and talk to the
supervisor)
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view the current state of each agent
What's
more, if Supervisor is connected to the
Interaction Data Server - Voice and Presence, supervisors
can:
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view the current state of each agent
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view statistics relating to the agent's work patterns
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view
statistics on the average length of time an agent is spending in After Call
Work (ACW) and Available modes
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view statistics on the number of calls the agent has taken
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send text-based messages to agents
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send call-related data to the Interaction Data
Server and agents
Supervisor displays data in a simple tree-view and uses color coding to
communicate information about agents and calls.
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