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Supervising a call centre
What is a supervisor?
A supervisor is someone who manages agents and makes sure that a call centre is running smoothly by monitoring and managing calls and performance. Supervisors don't receive automatically distributed calls, but can answer calls directly from queues and receive calls that agents escalate to them.
What can supervisors do?
Monitor agents and queues
Supervisors can:
- View the status of any agent or queue
- View a real-time dashboard of agent and queue activity
Read about the real-time dashboard
Manage agents and queued calls
Supervisors can:
- View call activity
- View queued calls
- Manage, reorder and answer queued calls
Create real-time and historical reports
Supervisors can:
- Create on-demand reports of key metrics using report templates
- Schedule repeat reports
- Create customised reports
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