Overview

The Five9 Supervisor Desktop is a browser-based, fully customizable interface designed to provide contact center supervisors with a comprehensive, real-time view of their operations. This 360-degree perspective enables supervisors to monitor key metrics, manage agent performance, and ensure that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. By consolidating various supervisory functions into a single platform, the Supervisor Desktop enhances efficiency and responsiveness within the contact center environment.

Features and Capabilities

• Real-Time Monitoring: Supervisors can observe agent statuses across multiple communication channels, including voice, email, chat, and social media. This real-time visibility allows for immediate adjustments to optimize performance and resource allocation.
• Customizable Dashboards: The platform offers customizable dashboards that enable supervisors to focus on specific metrics and data points relevant to their team's performance. This customization ensures that supervisors have access to the most pertinent information at a glance.
• Workforce Optimization (WFO) Integration: Integration with WFO tools allows supervisors to view schedules, monitor adherence, conduct performance evaluations, manage requests, and oversee desktop activities. This integration streamlines workforce management and enhances overall productivity.
• Real-Time Agent Assistance: Supervisors can provide immediate support to agents by listening in on calls, offering silent coaching, and intervening when necessary. This capability ensures that agents receive timely guidance to handle customer interactions effectively.
• Alert System: Custom alerts notify supervisors when specific SLAs or KPIs are not being met, allowing for prompt corrective actions and resource reallocation to maintain service quality.
• Comprehensive Team Monitoring: The Supervisor Desktop provides insights into various aspects of team performance, including current agent states, call queue lengths, wait times, and campaign statuses. This comprehensive monitoring facilitates informed decision-making and efficient management.