Supervisors interact within the agent interface similarly to regular agents. They can take and make calls, answer chats, review scripts, and more. However, supervisors can also have the additional responsibility of helping agents as they answer questions, handle complaints, and provide support for clients.
In order to help supervisors achieve team goals, the agent interface provides supervisors with the tools to monitor and coach agents while they take/make calls and answer chats. These tools include monitoring and coaching tools that allow supervisors to listen in on an agent’s call, where they can ‘whisper’ to the agent and coach them through a conversation or even barge in and take over the conversation.
Additionally, supervisors can access the supervisor dashboard, which allows them to monitor agent performance throughout the day. And depending on if a supervisor has administrator access, a supervisor can also use the real-time dashboard to view agent performance.
Now let’s take a closer look at supervisor tools.