The basic Uptivity platform provides contact centers with the ability to record interactions and perform quality monitoring to improve customer service.
If you are a contact center or IT professional who will act as an agent
The person or people taking the inbound calls. Supervisor, you have likely been given an advanced permission set that will allow you to:
- Listen to all recordings and perform recording-related tasks
- Create roles and permissions and assign them to agents and QA Groups
- Evaluate and coach agents based on their performance
- Run system reports
The links below will provide you information you need to learn the basics of being an Uptivity Supervisor.
Related Themes
- NICE Uptivity Web Portal Overview — to learn about the NICE Uptivity Web Portal and start customizing your workspace
- Recording Playback — to learn about listening to and working with recorded interactions
- Roles and Permissions Overview — to learn about creating permission sets called roles and assigning them to agents
- Getting Started with NICE Uptivity Quality Management — to learn about tools to evaluate and coach agent performance
- Getting Started with NICE Uptivity Reporting — to learn about Uptivity system reports
