Supervisor App: Easily Manage Calls, Agents, Teams, and KPIs in the Contact Center

Today, we would like to tell you about the SUPERVISOR App on Webitel’s platform. This is a complex module for monitoring and managing agent work, calls, queues, teams, tasks, as well as tracking key indicators of contact center performance and agent efficiency. SUPERVISOR helps companies monitor customer service levels, organize teamwork, create employee motivation programs, and enhance overall contact center productivity.

The SUPERVISOR App is a convenient software environment for the daily work of call center supervisors and managers, consisting of 3 blocks responsible for different areas of activity.

Supervisor App interface

The Agents section allows you to view employee activity and track the productivity of each agent and team in real time:

- view the number of handled, missed, and transferred calls and chats,

- view conversation duration,

- view agent statuses and their duration: online, offline, in a break, etc.,

- view agent utilization and occupancy.

The Agents section also provides access to flexible settings for agent skills (for example, knowledge of particular languages, technical competencies, sales skills, and others), enabling you to create and adjust teams based on specific agent skills and current contact center tasks: informing, selling, consumer surveys, customer requests processing, etc.

The Queues section displays current contact center activities and tasks, including inbound and outbound call and chat lines, dialers (Progressive, Predictive, Preview), inbound and outbound IVRs, outbound offline queues, inbound and outbound task queues, and other queues covering various contact center activity areas. When selecting appropriate parameters in the filtering block, the system displays the number of agents and teams involved in the processing of each queue, agent statuses, and task progress.

The Active calls section allows you to monitor incoming and outgoing calls, their duration and results, as well as view the agents handling each call. The service functionality provides supervisors with the ability to listen to active calls, which is an additional tool for monitoring customer service level. While listening to the active call, the supervisor can enable Prompter mode and help agents advise clients.

The Prompter mode within the Supervisor module

SUPERVISOR’s functionality provides access to dynamic statistics, including key parameters of contact center performance and agent KPIs:

• ASA (Average Speed ​​of Answer) – an indicator showing the average time an agent answers a call,

• AWT (Average Waiting Time) – the indicator displaying the average time the customer waits on the line before the agent's response,

• SL/20 (SL/30) – the percentage of calls answered for more than 20 (30) seconds, serves as one of the main indicators of service level,

• AHT (Average Handling Time) — the average time of call processing, including conversation, hold time, and post-processing time,

• Utilization – percentage of time spent online by the agent to total time in the system,

• Occupancy – percentage of conversation time to online time spent by the agent.

These and other indicators help the supervisor see the overall picture of employee performance and customer service level and identify areas of work that should be improved, e.g., by conducting appropriate training, reviewing motivational programs, adjusting business processes, or modifying client communication patterns.

The SUPERVISOR App is an essential work service for call center supervisors, managers and analysts to track agent and team productivity, as well as contact center performance. By combining SUPERVISOR and AUDIT Apps, you receive powerful tools to monitor NPS, control the service level, and agent efficiency. When using all Webitel’s services within a single platform, you get the opportunity to automate contact center workflows and tasks, customize omnichannel client communication, integrate the company’s custom services, optimize resources, and achieve ambitious business goals at once.