Supervision Module V3.0 (EN)

Supervision Module V3.0 (EN)

Introduction

This article aims to detail the functionalities of the supervision module of the NCS tool.

Interface Access

Once the application has started, choose via the module selector, the supervisor interface.





Home Page

 
The dashboard updates data in real time. This table instantly gives you a view of agents, incoming and outgoing activities, queues, campaigns and to complete alert messages. 
The results displayed are based on your rights (linked assignments, or rights assigned to the supervisor in security context mode at the administration level.

Dashboard

Agent

The agent part of the dashboard shows you in real time the number of agents on :
  1. break,
  2. on waiting,
  3. online,
  4. in wrap-up,
  5. in preview,
  6. as well as the number of accounts other than agents who are connected

Inbound

The Incoming part of the dashboard shows you in real time the number of customers :

  1. in the IVR,
  2. the number of waiting customers,
  3. the number of customers / agents online,
  4. the number of agents in wrap-up (by entering),
  5. the number of overflows contacts


Outbound

The Outgoing part of the dashboard shows you in real time :
  1. the number of lines you are currently dialing on,
  2. the number of customers who have picked up and are waiting for an agent,
  3. the number of customers / agents online,
  4. the number of agents in wrap-up (outbound),
  5. the number of agents in preview mode


Queue

The Queue section tells you :
  1. the number of calls transferred to agents with less than one second of waiting time (in this specific case, we consider that there is no waiting time),
  2. the number of calls transferred to agents with at least one second of waiting time,
  3. the number of overflow calls,
  4. the number of abandoned calls

These results take both incoming and outgoing calls into account, and are incremented in real time.

Campaign

The contact list shows you in real time :
  1. the number of contacts never dialed, the contacts to redial (no answer, busy, etc.),
  2. the number of callbacks (to the group or targeted),
  3. the number of contacts who no longer need to be redialed/called back (depending on the status of the call or the agent's final qualification)


Warning: this information is global, it brings together the values of all the campaigns that are linked to your supervisor account. If filters have been placed on outgoing activities, these are not taken into account in the displayed result.

Alerts

The alerts section tells you several types of messages such as :
  1. a phone that is not available,
  2. an agent who is forced on a break because he did not pick up,
  3. a call from an agent asking for assistance
Unread messages appear in red, read messages appear in white


Toolbar Options

Quit



‌‌This feature allows you to quit the application or, if the context allows it, to return to the cockpit in order to be able to go to another module. Example ; supervision or statistics module, among others...

Agents


This feature provides a detailed real-time view of all agent data.

Inbounds


This option allows you to have a detailed view in real time of the data relating to incoming activities.

Outbounds


The option allows you to have a detailed view in real time of the data relating to outgoing activities.

Queues


The option allows you to have a detailed view in real time of the data relating to the queues.

Campaigns


This feature provides a detailed real-time view of all campaign data.

Dashboards



This feature allows you to have a view of customizable dashboards.

Alerts



The option allows to have a detailed view on the alerts.

Telephony



This feature allows the supervisor to have access to a telephone in order to make a call.

Options



This option is used to manage the customization of screens.

Edit filter


This option allows you to view one or more specific supervision groups.


Detailed Agent Screen



























The "Open chat window" opens a pop up chat box.



The ‘send message to the selected agent’ shows the message in the ‘warning message box'


Detailed Incoming Activities Screen



Detailed Outgoing Activities Screen



Detailed Queue Screen



Detailed Campaigns Screen


Warning : the number of contacts never called, reminders, and contacts to be called back do not take into account any filters you may have set for outgoing activities.

Detailed Alerts Screen

The alerts section shows you several types of messages such as a phone that is not available, an agent who is forced on a break because he did not pick up, a call from an agent asking for assistance.


Unread messages appear in red, read messages appear in white




Follow your production by being in a detailed screen

 When you are in one of the detailed screens, you can continue to follow your production in real time thanks to the indicators located on the right of the screen. These are fed in real time. Passing the mouse over one of these indicators gives you the details of it.


Telephone Strip

Once the "phone" option is selected in the toolbar, the following options will appear:

Manual dial


This feature allows the user to manually dial the number of their choice or a number selected from a directory presented contextually.

Mute


‌The option allows you to mute your microphone so that the online interlocutor does not hear the user.

Hold


This feature puts a call on hold.

Retrieve


The option allows you to resume the call on hold.

Hangup



This feature allows you to end the current call.

Screen Customization

In each detail screen, you have the possibility to add or remove columns. Click the column selection icon. It is also possible for you to review the order of the columns, to do this, simply click on the column concerned, hold the click down and then drag the column to the desired position. It is not necessary to reconfigure the personalization of the supervision screens each time you connect to the module. Once the screens have been adapted to your needs, just click on the save icon for your workspace. When the customization is saved, you will receive a confirmation message.




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