From monitoring key metrics and calls to providing real-time feedback and coaching agents, contact center managers have a lot of responsibilities throughout the day. They also have to manage the overall team and keep track of communication channels across an omnichannel solution. The Five9 Supervisor Desktop provides a single interface to help them throughout their busy day. A 360-degree view of the contact center that helps managers tailor support for their entire team.Get in Touch
The Five9 Supervisor Desktop is browser-based and completely customizable, letting supervisors monitor and measure specific contact center operations in real time. Dashboard views allow supervisors to monitor agent state by channel and make adjustments based on current conditions. In addition, custom alerts help supervisors quickly identify when certain SLAs or KPIs are not being met so resources can be reallocated.
Supervisors can actively monitor all aspects of the team including current agent state by channel, number of calls in queue, wait times, campaign status, etc.
Supervisors can monitor agents in real time and help as needed. They can listen, silently coach and monitor actions in real time. If needed supervisors can intervene on a call to help.
Supervisors can use real-time monitoring and multi-conditional alerts to quickly identify issues that may impact customer service and take corrective actions.
Operations Manager, Chinook
Five9’s Supervisor Plus gives supervisors access to real-time data and the ability to customize their experience, making it easier to monitor and motivate staff and manage contact center resources.Download the Data Sheet