The following features are available for the Call Center Supervisor:
- All Agent Features: Supervisors can also be assigned as Agents in any Call Center and can utilize all supported agent features. Available on Seat Type(s): Standard or Premium
- Monitor/Manage Agents: Supervisors can monitor the real time activity of agents, including viewing and changing agent ACD states, viewing active call information, and barging in on active calls
- Silent Monitoring: Supervisors can silently monitor the following calls, Active call with agent, Next call to agent, or Next call to Call Center. Available on Seat Type(s): Premium
- Monitor/Manage Queued Calls: Supervisors can monitor the real time activity of queues using the Call Center Supervisor Client, including viewing individual queued calls, retrieving calls from queue, changing the position of calls in queue, and transferring calls out of the queue. Available on Seat Type(s): Standard or Premium
- Real Time Dashboard: Supervisors can monitor a real time dashboard of key performance indicators for queues and agents using Call Center Supervisor Client. Available on Seat Type(s): Standard or Premium
- Agent Reports: Call Detail Report, Call Report, Duration Report, Activity Report, Summary Report, Unavailability Report, Disposition Code Report, Sign In/Out Report. Available on Seat Type(s): Standard or Premium
- Queue Reports: Call Detail Report, Incoming Calls Report, Call Center Report, Abandoned Calls Report, Summary Report, Service Level Report, Disposition Code Report, Overflow Report. Available on Seat Type(s): Standard or Premium
- Scheduled Reports: Reports can be scheduled such that they are automatically run and delivered to specified users based on a configured schedule. Available on Seat Type(s): Standard or Premium
- Custom Reports: Custom reports can be created using existing data templates for agents or queues. Available on Seat Type(s): Standard or Premium
- Report Filters: Filters can be applied to reports to screen out undesired data. Available on Seat Type(s): Standard or Premium
- Export Reports as XLS and PDF: Reports can be delivered in HTML or exported in XLS or PDF format. Available on Seat Type(s): Standard or Premium
- Report Branding: Reports can be branded by the Service Provider or Company. Available on Seat Type(s): Standard or Premium.
