Call Center Supervisor
Content
Agents and Monitoring
Overview
Overview
Defintions
Rules
Stats Grid and Color Meaning
Metric Thresholds
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.
Stats Grid and Color Meaning
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.
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:
- Lower thresholds are 0 (blank) and will color-code as yellow when they reach 70% of the default upper threshold value.
- The CW (Callers Waiting) upper threshold is 5.
- The AWT (Average Wait Time) upper threshold is 60 (seconds).
- The AHT (Average Handling Time) upper threshold is 240 (seconds).
- The ABN (Abandon Rate) upper threshold is 15 (percent).
- 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.
Agents and Monitoring
Agents Table
Agents Stats
Assigned Queue(s)
Audio Monitoring
Audio Monitoring Limitations
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.
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.
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. 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. 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. 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. 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. 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.
