Engage Voice | Understanding supervisor dashboards
Supervisors may improve agent performance by using analytics provided by the dashboard. Having access to the dashboard and coaching tools helps supervisors overcome contact center challenges because they are given control of checking agent stats and are able to coach them on the fly.
As a supervisor, you can access the dashboard by clicking on the Supervisor menu in the left-hand navigation bar. The Supervisor menu contains customizable dashboards that relay info on contact center stats that you most want to see, such as call duration, wait times, and more.
Configuring your supervisor dashboards
When you are ready to configure your supervisor dashboard, follow these steps:
1. Navigate to Supervisor via the left-hand navigation bar.
2. Hover your mouse over the top header and click on the gear icon that appears in the top. right-hand corner to open the Update Columns modal window.
3. Check or uncheck the box next to each metric you’d like to view.
4. Click Save to save your changes.
Once you’ve saved your changes, the selections you made in the steps above will reflect in the columns of your dashboard.
Supervisor dashboard stats
Now that we’ve reviewed how you can update your supervisor dashboard, let’s review the agent stats you’ll find on this page.
- Agent: The agent name.
- State Duration: How long an agent has been in an agent state.
- Calls: The number of calls that an agent has made or received.
- Utilization: The percentage of time during the agent’s login that is spent connected with leads or customers.
- Skill: The skill profile an agent is currently logged in to.
- Pending Disp. Time: How long the agent is taking to disposition the last call.
- Talk Time: The agent’s cumulative time spent on a call across calls/login sessions for the day.
- State: The current agent state of that agent.
- Login: The cumulative length of time for login sessions in the same day.
- Avg. Talk Time: The average time an agent has spent on a call.
Viewing agent details
Now let’s discuss what you can access in the supervisor dashboard. On the left-hand nav bar, a supervisor may access the dashboard by clicking on the supervisor icon at the bottom part of the screen. Once you’re in the dashboard, you will see all the agents in your team listed, along with agent stats like total agent talk time and number of chats handled.
The stats dashboard would give a count of agents logged into each queue, as well as the number of calls waiting to the longest wait time in the queue. With a quick glance, these dashboards can also serve as a monitoring tool for supervisors to manage and coach their assigned agents.
If you click on a particular agent, you will be redirected to that agent’s details page. On this page, a supervisor can monitor that agent’s activity. This is also where a supervisor may coach, barge in their call, or chat with them.
Next we’ll take a closer look on how to use supervisor tools.
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