Supervisor

CHALLENGE

Contact Center systems are one of the best metered environments. Their effective management is conditioned by well-chosen ones and a verified set of indicators and parameters. They must be fast available to team leaders and other management. Sevenet The Supervisor is an advanced monitoring tool situation in the Contact Center.

Thanks to it, the effectiveness of sales and debt collection campaigns and work on websites can be monitored online. The tool supports the division of business into separate ones departments that can operate independently. Within everyone a dedicated department may be assigned to the executing department changing the assignment of competences to agents.

KEY FEATURES

Monitoring of campaign implementation:

• Viewing statistics for incoming traffic (min. SL, ATT, other),
• Displaying statistics for outgoing traffic (call bases degree),
• Viewing agent statistics (current status, change history, OR, other).

Agent competence management:

• Assigning and unpinning competences,
• Activation and deactivation of competences (manually or at a configured time),
• Reset to default competencies.

ADDITIONALLY:

• The Sevenet Supervisor app is compatible with CCE 10.5+,
• The solution is available both in the cloud and on premise,
• GDPR support,
• The solution works in High-Availability mode,
• The solution is available in the Sevenet CC Application Suite.