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Supervising a call centre

What is a 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.

What can supervisors do?

Monitor agents and queues

Supervisors can:

  • View the status of any agent or queue
  • View a real-time dashboard of agent and queue activity

Read about the real-time dashboard

Manage agents and queued calls

Supervisors can:

  • View call activity
  • View queued calls
  • Manage, reorder and answer queued calls

Read about managing queues

Read about managing agents

Create real-time and historical reports

Supervisors can:

  • Create on-demand reports of key metrics using report templates
  • Schedule repeat reports
  • Create customised reports

Read about reporting

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