5 Key Concepts for Supervisor Tools via Xima.cloud - 2-minute video

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5 Key Concepts for Supervisor Tools via Xima.cloud

1 - Realtime Wallboards.

Provide a way for managers to monitor their individual Realtime agents and queues throughout the day.

The Wallboards allow you to choose which call statistics you want to monitor.?

Select from template wallboards or create your own.?

Then select from multiple widgets, which include bar and line charts, scrolling marquees, active calls, leaderboards, and more.

2 - Alerts & Triggers.

Get real time alerts to supervisors and agents through email, SMS text, or pop screen messages, depending on your preference.

3 - Supervisor View.

Allows you to monitor your queues at the same time.?

Transfer calls in queue to available agents from the same or different skill set.?

Customize your queue metrics to ensure you are maintaining your service level and monitoring your business’s KPIs.

4 - Cradle to Grave.

Drill down into each call and web chat, how long they waited in queue, which agent they spoke with.

Add which skill was involved, or what happened on the scheduled queue callback.

Using the filter tool you can drill down to find the correct set of calls or calls that you are looking for.?

5 - Standard Reports.

The Report Scheduler also sends reports to an email address or saves them to a file. Reports can be run and scheduled in PDF, Excel, CSV, HTML, and JSON.

Plus create your own reports from scratch.

Explore this and more at xima.cloud

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