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Working as a call centre supervisor
What is a call centre 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.
Monitoring agents
As a call centre supervisor, you can use One Net Call Centre to monitor agents and queues. You can see an overview of agent performance statistics on the dashboard.
You can use feature access codes to monitor an agent's current or next call.
Learn about feature access codes and how to use them to monitor a call
Monitoring call centre statistics
In One Net Call Centre,
Read about monitoring KPIs and statistics
You can also receive e-mails with call centre statistics. The information can be aggregated and e-mailed once a day. Your administrator needs to enable and configure this feature for your call centre in One Net Manager.
Do more with One Net Call Centre
One Net Call Centre is a web application that supports the work of agents and supervisors in a call centre.
As a call centre supervisor, you can manage your agents' workloads and support them when they need you. For example, you can answer some of the agents' calls if they are busy or you can answer escalated and emergency calls. You can create more complex reports about how your agents and queues are performing. For example, you can view a detailed list of every call handled by an agent or see the number of calls queued and abandoned for a specific queue.
Read about using One Net Call Centre
Read about supervising a call centre
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