Agent Information Skills Phone

Supervisor

The Supervisor application allows you—the supervisor—to monitor and interact with agents and view their performance in real time. You can view real-time metrics on current agent performance and skill SLAService Level Agreement; commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities., discreetly listen to calls, record calls, coach agents on calls without the contact hearing you, barge in on calls so both the agent and the contact can hear you, take over calls to disconnect the agent and manage the rest of the call yourself, and force an agent to log out of the agent application.

Supervisor works alongside NICE inContact MAX, and you can be logged in to both simultaneously.

The Supervisor Interface

Image of the Agents view page in CXone Supervisor.
Interface Element Description
Agent Information (1)

Displays your name, team name, and agent leg connection status.

Use the Integrated Softphone, a phone number, or a station ID to connect the agent leg.

You must click the red broken link to connect the agent leg and enable telephony functions. The green, unbroken link indicates that your agent leg is connected.

Skills (2) Provides a snapshot of the current SLA average for all skills. Click on the Skills to access the Skills and Campaigns view. Information in the Skills views can help you manage queue performance.
Phone (3) Provides a filtered agent list view, showing only agents on an active call you can monitor. When you are actively monitoring a call, the call information appears in place of the phone icon.

Agents View

The Supervisor default view is the Agents table, which displays a table of all agents you are allowed to see. From the Agents table, you can drill down on a single agent and view detailed information about the agent's current performance. If the agent is actively engaged in a call, you can use this view to record, monitor, coach, barge in on, or take over the call.

Teams View

The Teams view in Supervisor displays agent states organized by team. You can see how many agents are in each state, per team, at a glance. You can drill down to see which agents on the team are in each state and even drill down on the agents. Your permissions determine which teams you can see.

Contacts View

The Contacts view is available only if Omnichannel Session Handling (OSH) is enabled for the agent.

The Contacts view in Supervisor displays a real-time view of all of an agent's active contacts. When you drill down into an agent, all active contacts are displayed including information about each contact. If you have the proper permissions, you can use this view to record, monitor, coach, barge in on, or take over an active call.

The Active Time is the total amount of time that the agent has been handling the contact (Active Time is not the customer's total contact time).

Skills View

The Skills view in Supervisor displays the skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge that are currently in use in a table. It separates the skills into those that are meeting service-level agreement (SLA)Service Level Agreement; commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities. requirements and those that are not. You can see the SLA percentage, the number of contacts waiting in queue, and the amount of time the contact who has been in the queue the longest has been waiting.

When you drill down into a skill, Supervisor shows you the total number of agents assigned to the skill and the number of agents that are currently using the skill. The skill's SLA value displays the percentage of interactions that occurred within the required SLA for the skill. Note that the SLA metric accounts for active contacts only.

Campaigns View

The Campaigns view in Supervisor displays a table view of the campaignsA grouping of skills used to run reports. currently in use. You can see the SLA percentage, the number of contacts waiting in queue, and the amount of time the contact who has been in queue the longest has been waiting. You will only see data for campaigns to which you have permission.