Supervisor tools for contact center monitoring

Track KPIs, monitor agent performance and improve customer interactions

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Supervisor evaluating agent performance via supervisor tools

Plan, observe, and manage your cloud contact center solution

Uncover patterns and relationships in your customer base and your workforce through predictive data mining unified on a single, integrated application. Discover up-to-the-minute metrics and key performance indicators (KPIs) on a customizable dashboard and data platform to better inform business-critical decisions for contact center management. Utilize both predefined and custom reports to share analytics with your team and stakeholders for measurable change.

improve call center workforce

Boost agent performance with a configurable supervisor dashboard

Get a pulse of how each agent is performing . Identify potential issues by analyzing metrics such as interaction duration, state duration, or number of active interactions.

Coach agents through challenging interactions

Provide supervisors with monitoring tools to help agents deliver the best possible customer experience. Use silent monitoring to gauge the health of conversations. Give agents real-time guidance with whisper coaching, or use barge-in to join the agent and customer.

increase agent productivity

Monitor KPIs in real-time

Easily configure real-time dashboards with defined actions based on KPI thresholds and performance. Choose from available metrics such as talk time, agents available, or calls in queue.
improve onboarding processes and workforce management

Get a complete view of agent performance

On average, supervisors review around 1 to 2% of call recordings. With AI Quality Management, however, supervisors can see AI-powered scoring of every interaction. They can easily identify top and bottom performers and create personalized training plans to drive better customer experiences.
speech analytics

Gain more insights with speech analytics

Dig deeper into your organization’s contact center performance by analyzing the words, phrases, and even tone used when interacting with customers. Discover trends and areas of opportunity by analyzing all recorded calls. Get valuable information that helps you provide targeted coaching to your agents.
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