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One Net Business Help & Support

Using One Net Business

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Working as a call centre supervisor

What is a call centre supervisor?

A supervisor is someone who manages agents and makes sure that a call centre is running smoothly by monitoring and managing calls and performance. Supervisors don't receive automatically distributed calls, but can answer calls directly from queues and receive calls that agents escalate to them.

Monitoring agents

As a call centre supervisor, you can use One Net Call Centre to monitor agents and queues. You can see an overview of agent performance statistics on the dashboard.

Read about monitoring agents

You can use feature access codes to monitor an agent's current or next call.

Learn about feature access codes and how to use them to monitor a call

Monitoring call centre statistics

In One Net Call Centre, you can view key performance indicators and other statistical information in real-time on the dashboard. Your administrator configures how often the information is updated. The dashboard can be projected and used as a wallboard.

Read about monitoring KPIs and statistics

You can also receive e-mails with call centre statistics. The information can be aggregated and e-mailed once a day. Your administrator needs to enable and configure this feature for your call centre in One Net Manager.

Do more with One Net Call Centre

One Net Call Centre is a web application that supports the work of agents and supervisors in a call centre.

As a call centre supervisor, you can manage your agents' workloads and support them when they need you. For example, you can answer some of the agents' calls if they are busy or you can answer escalated and emergency calls. You can create more complex reports about how your agents and queues are performing. For example, you can view a detailed list of every call handled by an agent or see the number of calls queued and abandoned for a specific queue.

Read about using One Net Call Centre

Read about supervising a call centre

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