Routing and call flow
Adjust routing rules and call flow behavior in real time, without changing scripts or scheduling a redeployment.
Employee Experience
Real-time control over live contact center operations.
Close the gap between seeing a problem and fixing it. Supervisor Management Console gives supervisors direct, governed access to routing, skills, announcements, and service settings.
Built for the operations room.
Supervisor Management Console is designed for the people who are already accountable for performance in the moment. It puts the controls supervisors need into a browser-based interface they can use directly. Accessible without a client install. Operable without scripting knowledge for the routine changes supervisors should already be authorized to make.
Business hours and schedules
Update opening hours, holiday calendars, and emergency closures from the same console supervisors already use.
Agent skills
Add, remove, or mass-reskill agents to match where demand is actually shifting, with changes that take effect immediately.
Campaigns and service rules
Manage outbound campaigns and service-routing logic without bouncing between tools.
Announcements and IVR
Activate or modify announcements and IVR messaging on the fly, including emergency notifications and time-sensitive updates.
Multi-tenant and multi-time-zone support
Built for enterprise and outsourced setups, with the structure to manage multiple business units, regions, and time zones cleanly.
Flexibility that doesn't compromise control.
b+s Supervisor Management Console runs on role-based access rights, configurable security levels, and full change tracking. That way every adjustment is auditable and every supervisor only sees the controls they're authorized to use.
#01
Less low-value tickets.
#02
Less weekend work for routine changes.
#03
Clear record of what changed, when, and by whom.
Control that’s closer to the people running ops.
• Response to spikes, outages, and disruptions happens in minutes rather than hours
• Agent capacity gets reallocated to where demand actually is
• Announcements reflect what’s happening right now, not what was true at the start of the shift
• IT teams stop being the bottleneck for operational decisions that don’t require engineering judgment
• Customer experience holds up under pressure, because supervisors can steer the system through it instead of watching it slip
Latest resources from the insights blog
Frequently asked questions
Supervisor Management Console gives contact center supervisors direct access to the operational controls they need to manage live service. With b+s Supervisor Management Console, supervisors can manage routing, agent skills, business hours, announcements, IVR, and other service settings from a browser-based interface.
Supervisors can adjust routing and call flows, update business hours and schedules, manage agent skills, control campaigns and service rules, and change announcements or IVR messaging. These controls make it easier to respond directly as service conditions change.
Yes. Supervisors can adjust routing rules and call flow behavior in real time without changing scripts or scheduling a redeployment. That puts more operational control with the people already managing live contact center performance.
Yes. Supervisors can add, remove, or mass-reskill agents as demand shifts, with changes taking effect immediately. This helps move agent capacity to where it’s needed most.
No scripting knowledge is required for the routine changes supervisors are authorized to make. The console provides a browser-based interface and does not require a client installation.
The console uses role-based access rights, configurable security levels, and full change tracking. Supervisors only see the controls they’re authorized to use, while adjustments remain auditable.
Yes. Supervisors can update opening hours, holiday calendars, and emergency closures, as well as activate or modify announcements and IVR messaging for time-sensitive changes.