Supervision

Supervision

This module allows you to view the status of incoming campaigns, outgoing campaigns (manual, dialer and preview) and agents.

Figure 1: Monitoring possibilities

Viewing agent status

In the agents section, you can see all the agents logged into the system and the status they are in (Ready, OnCall, Paused, Dialing, Ringing, Offline, Unavailable).

Important

An agent must be assigned to at least one campaign to appear in this module. When an agent goes “Offline”, he/she disappears from the agent list.

When an agent goes “Unavailable”, it means that the agent lost connection or closed the browser without logging out.

An agent can be seen in “Ringing” status, only if the Agent Group to which he/she belongs has the AutoAnswer functionality disabled.

Figure 2: Agent supervision view

A supervisor can take action on each agent. The 4 buttons next to the status are used for this. The function of each is described below (from left to right):

• Spy: The supervisor listens to the active call between agent and customer. The End button can be clicked to stop listening at any time.

• Spy and whisper: The supervisor can speak to the agent without the customer noticing, during an active call. The End button can be clicked to stop listening and whispering at any time.

• Pause agent: Assuming that the agent went on break and forgot to pause, the supervisor can use this button to induce a pause so that he does not receive calls. He can unpause by pressing the same button again.

• Log out agent: Assuming that the agent finished his session and did not log out correctly from the system (did not press his name and clicked on log out, at the top right of the agent console), the supervisor can log out the agent with this button. It is important to do this process in order to not have inconsistent session times in the agent report.

Note

The supervisor has a small webphone, so in order to perform these actions, the Registered Supervisor message must appear.

Viewing incoming campaigns

This view displays a summary of all productive inbound campaigns, in terms of the cumulative results for the day of operation: Calls received, answered, abandoned, abandoned during welcome announcement, average wait time, expired, on hold, average abandonment time and positive actions (*) within each campaign.

Figure 3: Inbound Campaign Monitoring View

Viewing outbound campaigns

As in the previous point, outgoing campaigns also have a summary updated in real time, of the results of each campaign: Calls dialed, answered, unanswered and the positive actions (*) of each one.

Figure 4: Outbound Campaign Monitoring View

Displaying dialer campaigns

Dialer campaigns also have a summary updated in real time, on the one hand, the availability of agents, agents online, agents on call, agents on pause, and on the other, the availability of calls, dialed, answered, unanswered, answering machines, channels dialing, missed connections, management and pending calls.

Figure 5: Dialer campaign monitoring view

Note

A day is defined as the day-to-day operation from 00:00 to 23:59. On the following day, the statistics for incoming, outgoing and dialer campaigns are reset. Note A "positive handling" is defined as a call that the agent has qualified with a handling rating, a rating capable of executing a campaign form.