Supervisor Management
259Supervisor Management

Supervisor Management

Optimized contact centers mean happy customers and greater ROI. With intuitively presented data, even non-technical supervisors can optimize contact center performance.

SMC in a nutshell

b+s Supervisor Management Console

b+s Supervisor Management Console

This slick software makes it a breeze to use SMC to manage things like routing adjustments, hours of operation, announcements, and agent re-skilling.

Close to fully WCAG compliance!

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Advantages

Tailored to contact center supervisor needs

Intuitive layout helps prevent configuration errors

Highly scalable from small to enterprise businesses

Optimize on-the-fly with real-time configuration

Multi-tenant capability with a slick authorization concept

Configurable time-zones for decentralized contact centers

Gadgets

SMC cockpit
SMC matrix
Announcement management
Opening hours

SMC cockpit

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.

Skill matrix

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

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.

Opening hours

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.

Benefits

On the fly routing

Supervisors can control CCE call flow behavior via buttons without manipulating scripts for things like: directing calls to overflow groups, transferring emergency calls, and configuring queue overflow times.

Announcements simplified

Allows administrators and supervisors to insert time-controlled activation or deactivation of announcements at points in a call flow. Announcements can be recorded ad hoc or via TTS.

Manage business hours

Allows administrators and supervisors to create, edit, and delete holiday and contact center schedules for each department, group or division.

Reskill multiple agents at once

Enable supervisors to filter agents, attributes, skill groups, agent teams, and change assignments all within a single intuitive interface.

Set up inbound campaigns

Supervisors can manage campaign data independently and in a user-friendly way without being required to implement additional configuration in the call manager.

Direct services from the Cockpit

The intuitive Cockpit navigation makes it possible for supervisors to instantly view all available services and to quickly make changes to workflow and configuration.

Organize your on-call duty teams

Allows administrators to deploy and manage small, mobile on-call groups without those groups being required to connect as UCCE agents.

Service point dispatcher

Supervisors can manage campaign data independently and in a user-friendly way without being required to implement additional configuration in the Call Manager.

More advantages More advantages

More advantages

  • Clear user-interface tailored to the needs of supervisors.
  • User-friendly management of configurations without prior technical knowledge.
  • Browser-based application, without significant installation…
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More advantages

More advantages

  • Clear user-interface tailored to the needs of supervisors.
  • User-friendly management of configurations without prior technical knowledge.
  • Browser-based application, without significant installation effort.
  • Authorization concept (multi-client capability).
  • Language module for different languages.
  • IVR announcement system.
  • Maintenance of opening hours and holidays.
  • Multi-time zone support for international companies.
  • Agent skill matrix for a fair distribution of customer requests.
  • Various switches to influence CCE call flows (e.g. alarm control, team meeting, size of queues or waiting times, overflows).
  • Supervisor 8 Demo

Resources

Fact Sheets

Videos

  • Demo Video: Supervisor Management Console 8

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