The main view of the supervisor is divided into intuitive tabs that the supervisor can select as needed. As a supervisor, for example, you get an overview of the status of the groups and agents you are supervising.

Here you can keep an eye on essential parameters of the call center while it is running. Icons are displayed in the toolbar in case of special events (e.g. help request from agents).

In the heads of some table columns you can see the symbols  or . This allows you to control the visibility of table contents. After clicking on a dialog appears in which you can select and deselect table rows for viewing. After clicking on a dialog appears where you can define the visibility and order of table columns. The operation is described in the section "The user interface".

Clicking Details in the Action column of the first table will take you to a view where you can view and configure details of the ACD for the selected group.

Use Map to display a map of the callers in the group. Each call is represented by a pin, several calls are combined in one slice.  This gives you an overview of the distribution of your calls on the map. To use this service, the area codes must be maintained in the system with geo-data. Ask your system administrator if this representation is available for your region or country.

Here you can find real-time statistics on current calls and events in the system for the groups to which the supervisor with supervisor rights is assigned. Supervisors can set up the statistics to show only events and calls from a certain point in time. For example, since the start of their work shift.

Here you can show or hide groups for the view in the supervisor.

This tab allows you to view content from  Supervisor - Realtime Values, Supervisor - Daily Statistics aswell as Supervisor - Media Events.

Here you can find the real-time statistics on incoming calls for the groups to which the supervisor with supervisor rights is assigned. All calls that have been completed are not included here. Availability and service level always refer to the current calls only.

This tab allows you to view content from Supervisor - Realtime Values .

Here you can find daily statistics. The time from when calls are displayed can be set in the header.

This tab allows you to view content from Supervisor - Daily Statistics

Here you can find the daily statistics for the last 15 minutes.

This tab allows you to view content from Supervisor - Tagesstatistik  however, not narrowed down by statistics since, but values of the last 15 minutes.

Here you can find the daily statistics of the last 60 minutes.

This tab allows you to view content fromSupervisor - Tagesstatistik however, not narrowed down by statistics since, but values of the last 60 minutes.

Here you can find statistics about e-mail. (Total, Delivered, Answered, Unqualified) 

Here you can find statistics for all media events. (Call-Back, Chat, Email, Fax, SMS, Ticket, Voice-Mail)

This tab allows you to view content from Supervisor - Media Events .

The Wallboard provides supervisors with a live view of the contact center across all groups and individual groups that the supervisor is responsible for managing. Numerous key performance indicators (KPIs) are provided, such as:

Supervisors can arrange the key performance indicators (KPIs) as needed to get a view tailored to their needs.

This tab can be used to select content from Supervisor - Wallboard Total, Supervisor - Wallboard Graphics aswell as Supervisor - Wallboard per Group

Direct access to the wallboard:

It is possible to display the wallboard without logging into the portal and accessing the supervisor function in the menu. To do this, enter the URL of the wallboard directly in the address line of the browser. The URL contains your login data and various parameters with which you can customise the wallboard. The following line serves as a template for the URL:

http://<Server>/CarrierPortal/<Reseller-UID>/<Client-UID>/wallboard?username=<Benutzername>&password=<Password>

Replace the placeholders in brackets with the actual UIDs and strings for server, reseller, client, user and password. The UIDs can be found in the user data stored in the portal.

If you want to restrict the wallboard to an ACD group, add &acdGroupsID=<Gruppen-ID> to the end of the URL.
Select the language of the wallboard by inserting &languagesID=<Sprach-ID> at the end of the URL (1 for English, 2 for German).

Here is a fictitious example:

http://CallMServer:8080/CarrierPortal/CallMaster/Admin2/wallboard?username=SuperWall&password=MyWbPw&languagesID=2

It is recommended to create a separate user with supervisor rights for this function.

Shows all agents in the ACD groups assigned to the supervisor, especially their current status according to the available status categories. Example:

The table shows the following columns:

In the Action column, you can perform one of the actions indicated there.

With Change status you can change both the telephone number of the agent and its status.

Note: The Manual Post Call status does not end automatically, but must be explicitly ended by selecting another status.

Call Details displays a table with details about the agent and their current call.You can chose to monitor the current call (the agent is informed of this by a change in his call status as well as an announcement) or to monitor it silently (the agent is not informed), provided that the Call Monitoring function is activated for the ACD group. After activating a monitoring variant, you will be taken directly to Agent Home so that you, as the supervisor, can control the call monitoring. As a supervisor, you have the option of switching the call to loud after successfully connecting in the Agent Home area, which establishes a 3-way conference between calls, agent and you (supervisor). Other options are Take over or Take over and Log out agent for the conversation between agent and caller.

Use Login or Logout to log agents on and off the ACD.

Here you can see current help requests from agents. If this function is activated for the ACD group, he can request the supervisor's help via a button. You can then join the conversation here by clicking on monitoring. A flashing symbol in the toolbar draws your attention to the help request.  If you click on the symbol, you go directly to the table of active agents.

If you reach the table and it is empty, the following conditions may have occurred:

• The caller hung up.
• The agent has ended the call.
• The agent has cancelled the help request by clicking Cancel.
• In the meantime, the agent has initiated another function, such as transferring the call to another agent.

Supervisors can view the media events currently running in the system (new, not yet distributed, and seen events).

This tab displays a table of open, unfinished media events for the supervisor's groups. The following columns are included:

IIn this tab, completed media events for the supervisor's groups are displayed. The supervisor can view completed media events and, if necessary, reopen them to initiate further actions, such as forwarding the event to a specific agent or group.

Here supervisors can view the active calls within their assigned ACD groups. By clicking on the detail view of an active call, they can get more information about each call.

Die Gitteransicht ist eine Kombination aus allen Ansichten.

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