Bucher + Suter Software
Supervisor Management Console (SMC)
Bucher + Suter's Supervisor Management Console (SMC) is a highly intuitive Graphical User Interface for the non-technical supervisor who is responsible for contact center administration and management.
Supervisors can use the Supervisor Management Console (SMC) to manage segmentation, agent passwords, routing, system access, holiday schedules, hours of operation, announcements, agent re-skilling and telephone number escalation lists.
Features
- Simple management of configuration data
- User access control with authorization levels
- Multi-tenant capability with segmentation
- Redundant
- Multiple time zone support for decentralized contact centers (announcements and routing)
- Announcements easily managed from anywhere
- Real-time configuration
- Browser-based applications with no installation required
Modules
- Call Switches
Allows administrators and supervisors to influence ICM routing. - Number pools
Allows administrators and supervisors to manage telephone number escalation lists for services such as on-call support.
- Group Manager allows administrators and supervisors to restrict access rights to users based on security levels:
- Announcement Manager allows administrators & supervisors to insert time-controlled activation or deactivation of announcements at points in a call flow:
- Business hours allow administrators and supervisors to create, edit and delete holiday and contact center schedules for each department, group or division:
- Agent skill matrix allows administrators and supervisors to add, edit and view all agent skill group assignments and priority levels:
