Example Prompts for Supervisor Copilot

Updated 

4 days ago

After Supervisor Copilot is enabled in your Supervisor Console Persona App and you’ve familiarized yourself with its interface, you can start asking a wide range of queries. These typically involve uncovering insights (understanding what’s happening), conducting root cause analysis (RCA) (exploring why it’s happening), or obtaining recommended actions (guidance on what to do next).

Average Handle Time (AHT)

  • Which agents have the highest AHT today?

  • Show me the top 5 agents by AHT for voice interactions this week.

  • Which queues have the highest average AHT?

  • Why is AHT high for voice agents today?

  • Is there any specific agent contributing most to high AHT?

  • What factors are causing increased AHT after peak hours?

  • How can I bring down the AHT for voice agents?

  • What actions should supervisors take to reduce high AHT?

  • Which agents need coaching to reduce AHT?

Average Abandon Time

  • What is the average abandon time across all voice queues today?

  • Which queues have the highest average abandon time?

  • How has average abandon time changed over the last 7 days?

  • Why is the average abandon time increasing today?

  • Is high abandon time linked to specific queues or campaigns?

  • Are long IVR flows contributing to higher abandon time?

  • How can we reduce average abandon time for voice calls?

  • What changes can be made to reduce caller drop-offs?

  • Should staffing levels be adjusted to reduce abandon time?

Work Queue Backlog

  • Which work queues currently have the highest backlog?

  • Show me backlog trends by queue for today.

Why is the backlog high in the QM work queue 20.2.1 queue in last 7 days?

  • How can I reduce the work queue backlog quickly?

  • Which queues need immediate staffing attention?

  • Should work be redistributed across queues to reduce backlog?

Work Queue Wait Time

  • What is the average wait time per work queue today?

  • Which queues have the longest wait times right now?

  • Why is wait time high in the Particular queue?

  • Is high wait time due to agent availability or call volume?

  • How can I reduce work queue wait time?

  • What staffing changes would help reduce wait time?

  • Should agents be reallocated to reduce wait times?

Work Queue Estimated Wait Time

  • What is the estimated work queue wait time for today?

  • what are the queues with highest estimated work queue wait time?

  • Why is the estimated wait time high for voice queues?

  • Why is the estimated wait time high for QM work queue 20.2.1 ?

How can we bring down estimated work queue wait time for callers?

Entity-Based Filtering Tests

  • Show AHT for agent tanmay kamble 4

  • Why is AHT high for agent tanmay kamble 4 in the QM work queue 20.2.1 queue?

  • What recommendations do you have for agent to reduce AHT?

  • Show backlog for the QM work queue 20.2.1 queue only.

  • Why is average wait time high in the QM work queue 20.2.1 queue?

  • How can I reduce abandon time in the QM work queue 20.2.1 queue?

Why is abandon% higher for the Outbound Automation Predictive Campaign - Infra2 campaign?

Combined / Advanced Prompts

  • Which agents in the QM work queue 20.2.1 queue queue have high AHT and backlog impact?

  • Why is wait time high in queues where AHT is also high?

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