Call Center Supervisor

Contents

  • Overview
  • Home Screen
  • Definitions
  • Rules
  • Stats Grid
  • Stats Grid Color Meaning
  • Metric Thresholds
  • Agents Table
  • Agents Stats
  • Assigned Queue(s)
  • Audio Monitoring
  • Rules for Audio Monitoring
  • Audio Monitoring Limitations
  • Call Queues Table
  • Active Calls
  • Callers Waiting
  • Wait
  • Agents Online and Agents Idle

Overview

Call Center Supervisor portal provides the monitoring tools and reporting capabilities needed to manage a typical call center operation. The Call Center Supervisor Home page displays statistics and reports related to the call queues that a supervisor manages. When configured, the Stats Grid will display custom statistics for your call center, which are color-coded on a scale of red to green based on lower and upper thresholds of certain call center aspects that you can configure. You can log into the CCS Portal at voice.frameworkit.com.

Home Screen

Definitions

Call Center Supervisor Scope – An access level of the PBX Portal that is normally assigned to a Call Center Supervisor.
Home Page/Dashboard – The screen displayed when you first log into the PBX Portal with the call center supervisor scope. This is also accessible to users of higher scope than call center supervisors.
Stats Grid – The custom statistics displayed in the top right corner of the Home page that can be configured with a lower and upper threshold.
Lower Threshold – The value set for a call center aspect such that when the lower threshold is reached, the corresponding square in the stats grid will turn yellow. This value should be lower than the Upper Threshold except in the case of the service level agreement threshold. If this is left blank, then the color will turn yellow at 70% of the upper threshold.
Upper Threshold – The value set for a call center aspect such that when the upper threshold is reached, the corresponding statistic square will turn red. This value should be higher than the lower threshold except in the case of the service level agreement threshold.
Service Level Agreement – This determines if a call was answered in an acceptable amount of time (in seconds). This is used in calculating the Service Level Percentage statistic.

Rules

  • Call queues can be configured and modified only by users with a scope of Office Manager/Call Center Supervisor or higher.
  • Only once a call queue is set up can agents be added.
  • Call queues can contain both on-net and off-net agents.
  • Call queues need to have a numerical “name.”
  • Only online agents can be part of an active queue.
  • If an agent’s device is not registered, then the agent will be considered to be offline.
  • Icon colors represent agent status; grey – offline, green – online, red – online but currently taking a call.
  • Agents that are a part of multiple queues can prioritize one queue over another.
  • Agents are able to indicate the reasons for their availability/unavailability – Logged In, Lunch, Break, Meeting, Web, and Other

Stats Grid

The most prominent aspect of the Call Center Supervisor Homepage is the Stats Grid. This grid summarizes the most important metrics in a simple and concise format by displaying the values with color-coded backgrounds to quickly identify if the stat value limit has been reached or exceeded.

Stats Grid Color Meaning

Green = the value is below the lower Threshold
Yellow = the value is at or above the lower Threshold and below the upper threshold
Red = the value is at or above the upper Threshold
White = the threshold has not been configured, such as is the default for CA and CV

Metric Thresholds

If the Stats Grid Thresholds are not configured, then the grid will default to the following behavior:

  1. Lower thresholds are 0 (blank) and will color-code as yellow when they reach 70% of the default upper threshold value.
  2. The CW (Callers Waiting) upper threshold is 5.
  3. The AWT (Average Wait Time) upper threshold is 60 (seconds).
  4. The AHT (Average Handling Time) upper threshold is 240 (seconds).
  5. The ABN (Abandon Rate) upper threshold is 15 (percent).
  6. CA (Calls Answered) and CV (Call Volume) do not have default upper thresholds and will color-code as white, no matter the number of calls answered or the call volume.

You can edit what stats appear in the Stats Grid as well as their Thresholds by clicking on the Settings icon above the grid.

This will bring up the following options. To add a stat to the Stats Grid, click the switch to ON next to the stat you want added, or OFF to remove it from the grid. This is also where you can manage Lower and Upper Threshold levels.

Agents Table

The Agents Table is located in the bottom right area of the Call Center screen and from here, the Call Center Supervisor can view an agent’s call stats, assigned queues (including current status), and the option to listen.

Grey – Offline

Green – Online and available

Red – Online and unavailable

To pull up more options hover the cursor over an agent’s name

Agents Stats

Below is an example of an “agent stats” modal. An agent’s calls are graphed here for the past 10 days, and more specifically, the last 24 hours include a breakdown of call types, time talked, etc.

Assigned Queue(s)

The “assigned queue” modal lists the call queues the agent is in. Status can be changed here (offline or online) if the agent has forgotten to log-off for the day. Their queue priority can also be changed. The lowest number equals the highest priority (i.e. 1 is the highest priority and calls in that queue will be routed to the agent first).

Audio Monitoring

Clicking on the Listen icon  will automatically enter Listen Only mode for the call, and also have the following options appear on the screen.

Listen Only – Allows the supervisor to listen in only, hearing both sides of a call, but not be heard by either of the other parties. By default, the Listen Only option is selected when a connection is made, so both the Agent (on-net User) and Caller (off-net caller) will be unaware of the listener.

• Clicking on the Whisper option

Whisper – Allows the supervisor to listen in to the call and speak to the agent only while the caller will not hear any audio from the supervisor.

• Clicking on Join Call (Barge)

Join Call (Barge) – Allows the supervisor to join the call, rather than just listen, as is the case with Listen Only, or speak to only one of the parties, as is such with Whisper (on-net User only). Join Call allows the User joining the call to have a conversation with both the agent and the caller they are speaking with.

Rules for Audio Monitoring

1. The audio monitoring features mentioned in this guide are available to users with a scope of Call Center Supervisor or higher.
As a general rule, the scope of the user listening must be higher than the scope of the agent in the call. For instance, a Call Center Supervisor will not have the option to listen in to another Supervisor’s call, but they can listen in to the calls of Call Center Agents.

2. Join Call (Barge) & Listen Only are available on all calls (with the correct scope), regardless of whether the call is on-net to on-net or on-net to off-net.

3. Whisper only works for a call by an agent/employee (on-net) connected to a caller that is off-net. The call can be inbound or outbound.

Audio Monitoring Limitations

• Call Center Supervisors and other scopes enabled for tapping can only tap/monitor one extension at a time.

• The feature limits only ONE tapping per active call, so monitoring back and forth would not be possible.

• If you exit the tapping, you will not be able to return the active call.

• An active/ongoing call can be monitored by only one user.

Call Queues Table

The Call Queues Table will let Call Center Supervisors monitor all queue activities as a glance.

• Click on the Edit Agents icon to ( ) to the right of the queue…

• Will open the following menu where you can Edit, Add, or Remove agents from the selected call queue.

Active Calls

• The number of calls that are currently in progress with agents.

• Clicking on an Active Call…

• will bring up the following information.

• From here you can also initiate Audio Monitoring

Callers Waiting

• The number of calls that are still waiting in the queue to be answered.

• Clicking on the Callers Waiting…

• Will show you the callers waiting in queue and how long they’ve been waiting

Wait

• The current wait time.

Agents Online and Agents Idle

• Agents Online: The total number of agents that are online whether available or unavailable.

• Agents Idle: The number of agents that are online but not on a call.

• Clicking on either the Agents Online or the Agents Idle…

• Will show you the following information.

• If you click on the edit pencil icon on an agent…

• You can Edit their Online/Offline status, Wrap up time, Max amount of simultaneous calls they can take and what priority the agent is

• If you press Add Agent button…

• You can add agents to the queue as well as update their status to online/offline