The supervisor's workplace in Infra Call Center Supervisor is designed for monitoring and managing all call center activities in real time.

Monitoring call center work

• Monitoring the process of distributing and processing calls in real time

  Allows to keep track of the whole process of call processing, by reviewing conveniently sorted statistical parameters.

  The set of current measures of call center performance

  • The number of simultaneously processed inbound calls
  • The number of simultaneously processed outbound calls
  • The number of working agents
  • The number of free agents
  • Maximum waiting time, etc.

  The set of current measures of situations in queues

  • Maximum waiting time in queue
  • The number of abandoned calls
  • The number of scheduled outbound calls, etc.

  The set of current measures of agent performance

  • The number of processed inbound and outbound calls
  • The number of missed calls
  • The average talk time
  • Work time, etc.
• Graphical analyzer of trends of changing measures

  Displays the trends of changes of supervisor-defined call center measures during any short time interval. Is used for tracking sudden changes - for example a spontaneous jump of load, - which enables to prevent a possible lowering of the service level.

• Notifications about overrun of a predefined interval by specific measures

  Configuring of notifications frees the supervisor from constantly monitoring the current call center work, while at the same time allowing the supervisor to maintain full control over key measures. Thus supervisor may timely intervene any call center activity when a warning appears, e.g. when the specified waiting time in queue is exceeded.

Managing call center work and controlling the quality of agents work

• Move or add an agent to a queue.
• Change an agent's status.
• Terminate the session of an agent.
• Change the parameters affecting call distribution process (e.g., an agent's skill level, if using the corresponding algorithm of call distribution).
• Listening to an agent's conversation with a customer.
• Intervening the conversation of an agent with a customer, creating a three party conference.
• Picking-up a customer call - e.g. if an agent is not answering for any reason.

Scenario: Overflow of the queue "Teleshop orders"

Configuring call center options

• Configure the algorithm of an ACD queue.
• Change the criteria of critical situations for generating corresponding alerts.

  Configuration of warnings is made with the use of visual display (color and audible notification).

• If the supervisor has administrator rights for the Infra Call Center, the entire set of options is accessible.

  Configuring queues and alerts, linking workstations to the lines of telephony system, etc.