Realtime Monitoring

The Supervisor controls the activities of the agents and the telephony system. For example, the Supervisor Station enables/disables lists and campaigns, controls dialer pacing, provides daily statistics and produces real-time reports.

Supervisors have control over campaign configuration as well as complete campaign management, agent monitoring, coaching and recording.

The supervisor station initiates campaigns and creates and manages calling lists Views all stations connected to the dialer system as well as their daily statistics Monitors agent and campaign activities in real-time (talking, paused, available, log on/log off status, and talk, wrap-up and wait times per agent) Monitors the status of active and inactive campaigns Monitors the progress of all inbound and outbound calls.

• Monitors ACD Queue activity
• Logs agents on and off various campaigns
• Records, monitors and can coach or conference with any agent
• Sends text messages across the agents’ screens
• Runs real-time reports of each agent's activities
• Controls dialing campaigns from any network node or from an off-site location
• Can set separate dial pacing for each campaign depending on drop rate