SUPERVISOR CONSOLE
Boost team productivity by up to 20% with Supervisor Console
Coach agents, handle escalations and efficiently manage teams with real-time insights on team performance.Monitor team performance in real time
Gain insights into your agent’s daily tasks
View live status, assignments, backlogs, callbacks and agent performance metrics across different queues.
Dive into a holistic campaign monitoring experience
Monitor detailed aspects of your campaigns with insights on 20+ real-time metrics. Assess individual campaign performance with intuitive tabular or tile report views.
Get automated alerts on critical KPIs
Get instant AI-generated alerts on potential escalations, CSAT drops, increasing backlogs and emerging issues. Take corrective action from a unified supervisor dashboard.
Proactively communicate and collaborate with your team
Communicate with your team anywhere
Interact one-on-one with agents using the in-platform chat capability. Form group chats to enable peer-to-peer learning and collaborative problem-solving.
Identify issues with ongoing interactions and intervene
Get instant alerts about potential escalations and intervene in the conversations by either whispering, adding internal notes or taking over the entire conversation.
Share ideas, files and time-sensitive information
Inform your teams about critical updates, crisis guidelines or invite them for a quick huddle using in-platform announcements.
Increase operational efficiency without causing burnout
Identify skill gaps and ensure better agent training
Use AI-powered audits to spot skill gaps in your agent’s performance and seamlessly assign relevant learning material to bridge them.
Create agent staffing plans and monitor adherence
Use Sprinklr’s Workforce Management capabilities for forecasting, staffing scenario modeling and agent schedule generation while managing scheduling constraints. Alternatively, integrate with your existing WFM platform using open APIs.
Centrally manage team configurations
Monitor and manage team configurations from a central dashboard to identify bottlenecks — and make required updates to queues, agents or teams.
Go from data to insight to action with custom reports and dashboards
Leverage custom reporting and intelligence
Create custom dashboards to monitor your team’s performance in real time across different queues and campaigns.
Customize agent experience
Give your supervisors complete visibility into every case — allowing them to make data-driven decisions on agent self-learning, coaching, scheduling and engagement strategies.
Manage roles and permissions to stay compliant
Empower your supervisors to manage granular permissions for agents centrally, using role-based access controls on dynamic roles and user groups.
Frequently asked questions
A supervisor console enables supervisors and managers to efficiently monitor and manage the activities of their agents, queues and campaigns in a contact center environment. The supervisor console provides real-time visibility into agent activity, productivity and availability, helping supervisors design individualized coaching programs and make informed decisions.
The key capabilities of a supervisor console in a contact center include:
- Queue monitoring: It gives insights into your agent’s daily tasks, live status, assignments, backlogs, callbacks and agent performance metrics across different queues.
- Campaign monitoring: It helps monitor detailed aspects of your campaigns, leveraging real-time metrics and assessing individual campaign performance.
- AI-powered alerts: You can set up automated alerts on critical KPIs to prevent potential escalations, CSAT drops and increases in backlogs. Timely intervention can control the situation by prompting, adding internal notes, and, if needed, taking over the whole conversation.
- In-platform chat: Supervisors can talk to the team anywhere leveraging the in-platform chat capability, with the option to form group chats that enable peer-to-peer learning and collaboration.
- In-platform announcements: You can inform your team of critical updates and crisis guidelines and invite them for quick huddles by leveraging announcements.
- Agent upskilling: You can use AI-powered audits to identify skill gaps in your agent’s performance, assign them relevant learning materials or schedule a 1:1 session with them.
- Staff scheduling: You can create agent staffing plans and monitor adherence using workforce management for forecasting and agent schedule generation.
- Operations management: You can monitor your team with a central dashboard to collaborate effectively and get required updates on queues, agents or teams.
With AI-powered supervisor console like Sprinklr, these benefits get amplified multi-fold, boosting team productivity by up to 20%. Curious? Sign up for a demo right away.
A supervisor console improves customer service by equipping supervisors with insights into agent performance and contact center operations. Leveraging these insights, supervisors can tailor feedback and learning paths to every agent’s unique needs . This helps improve agent productivity, SLA attainment and overall team morale, eventually translating into customer satisfaction and cost savings for the contact center.
Yes, the supervisor console can integrate with existing systems for workforce management and quality management, as well as learning management systems (LMS), providing a seamless workflow for supervisors and agents.
A supervisor console improves:
- Agent performance
- SLA adherence
- Average handling time
- Customer satisfaction
- Data-driven decision-making
These benefits can help you go miles in making your agents and customers happy. Add AI to the mix and see your team productivity soar.
Sprinklr resources
Know what contact center analytics is? Learn why businesses adopt it, key metrics that are analyzed and how it can help optimize the operations.
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