Supervisor Management

With the SMC cockpit, supervisors have an overview of all current switching states across their input channels. With just one click, they can influence and change the opening hours, call flow switches or also threshold values in the call flow. The supervisor can, therefore, react quickly to unforeseen events without having to use the helpdesk.

Via the skill matrix, the skills (attributes) of each agent including competence level can be adjusted.

The skill matrix can be narrowed down accordingly via upstream filters and arranged clearly according to requirements. Mass reskilling is both quick and straightforward.

Announcement management provides supervisors with two options. First, an arbitrarily expandable library of predefined announcements that can be assigned and played via the SMC at defined points in the business flow. Second, the announcements manager provides the supervisor with the option of making and adapting announcements via the telephone if they are required at short notice.

Supervisors can use the opening hours module to individually set and administer the opening hours and holidays for each of their service lines. The intuitive control is supported by a calendar and also allows related service lines to be grouped together in a uniform manner.