Supervision

This module allows Supervisors to view the status of Inbound Campaigns, Outbound Campaigns (Manual, Dialer and Preview) and Agents.

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Figure 1: Supervision Possibilities

Agent Status View

In Agent section, it is possible to appreciate all the Active Agents operating on the system and the status they are in (Ready, On Call, Paused, Dialing, Offline).

Important

  • Agents must be assigned to at least one campaign in order to appear in this supervision view.
  • When an agent logs out of the system, she/he changes the active status to “Offline”, remaining only a few seconds in that transition before disappearing from the list of agents.
  • When an agent enters the “Unavailable” state, it means that the agent losts connection or closes browser without logging out correctly.
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Figure 2: Agent Supervision View

Supervisors are able to take some actions on each agent. That is the reason why action buttons appear next to the agent status. All possible functions will be explained further below (from left to right).

  • Spy: the supervisor listens the active call between agent and customer. Clicking on Finish button, allows the supervisor to finish the listening action.
  • Spy and Whisper: the supervisor is able to listen and speak during an agent conversation without customer perception. Clicking on Finish button, allows supervisor to finish listening and whispering actions.
  • Pause Agent: assuming the agent is out of the box and forgot to pause the session, the supervisor is able to force a pause action from supervisor view. This is useful as to avoid receiving calls while agent is absent but ready. Supervisor can also un-pause session by pressing the same button again.
  • Logging Out Agent: assuming the agent closes browser session incorrectly (without using Log-Out button), agent session still remains active. Supervisor has the ability to log agent out with this button. It is important to perform this action as to avoid having inconsistencies in session time reports (and more important to instruct agent to close session from log-out button!).

Note

The supervisor has a small webphone. In order to perform all the possible actions stated above, a message of Supervisor Registered needs to be present on supervisor console.

Inbound Campaigns View

This view exposes a summary of all productive Inbound Campaigns, in terms of the accumulated results of the operation day: received calls, answered calls, abandoned calls, abandoned during welcome audio calls, average waiting time,expired calls, on queue calls, average abandon time, and Engaged CallsDispositions (*) per campaign.

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Inbound Campaigns View

Outbound Campaigns View

As in the previous point, Outbound Campaigns also count on with a real time summary of the results for each campaign: dialed calls, answered calls, not answered calls, and their respective Engaged Call Dispositions (*).

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Outbound Campaigns View

Outbound Campaigns View

Dialer campaigns also have an updated summary in real time. On the one hand, the disposition of agents, online agents, on call agents, on hold agents. And on the other hand, the call arrangement, dialed, answered, not answered, answering machines, dialing channels, connected calls, lost calls, call dispositions and pending calls.

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Figure 5: Dialer Campaigns Supervision View

Note

It is expected for this view to display results on a day-by-day basis, from 00:00 to 23:59. After that time range, statistics are reset.

Note

Engaged Call means a call that the agent closes with an engaged call disposition, the one in charged of triggering a campaign form.