This guide explores the functionalities and features available to Supervisors within the BlueSky Contact Center solution. Supervisors have access to a wider range of tools compared to Agents, allowing them to monitor performance, analyze call data, and gain valuable insights into the Contact Center's overall health.
Supervisor Components:
Microsoft Teams Client: Supervisors leverage their familiar Teams client for communication and basic call management.
Wallboard: Provides real-time performance metrics for the Contact Center, enabling Supervisors to make informed decisions.
- Sidekick: While Supervisors can access Sidekick, its primary functionalities are geared towards agent call handling.
- Callbacks: Supervisors can view, manage, and assign callbacks to optimize call resolution.
- Dashboards: The Supervisor's home screen offers a comprehensive overview of the Contact Center's performance across various metrics.
- Reports: Supervisors can access detailed reports to analyze trends, identify areas for improvement, and measure team effectiveness.
Dashboards:
The Dashboard provides a quick snapshot of key Contact Center performance indicators (KPIs). Supervisors can filter data by various timeframes (Today, Current Week, Last Week, Last Month) to gain insights into historical trends. Key modules displayed on the Dashboard include:
- Calls Volume: Visualizes call volume by hour or day, allowing for analysis of peak call periods.
- % SLA: Shows the percentage of calls answered within the designated service level agreement (SLA) timeframe.
- % Time: Represents the percentage of time an incoming call spends in the hunting queue compared to the actual call duration with an agent (talk time).
- Calls Statistics: Presents a graphical report of calls processed during a specific hour or day.
- Agents: Provides details on individual agent performance, including total calls, answered calls, not handled calls, and average answer speed.
Leveraging Reports for Deeper Insights:
Reports equip Supervisors with in-depth data to analyze daily Contact Center operations and agent performance.
- Report Filters:
- Date Range: Filter reports to analyze data for up to the past year.
- Skill: Select a specific skill to view associated call data.
- Report Type: Choose the desired report format based on the information you need.
- Search Function: Easily locate specific data points within reports.
- Exporting Reports: Supervisors can export reports in Excel format for further analysis or sharing.
- Call X-Ray: Gain detailed insights into the call routing path within the queue for individual calls.
Available Report Types:
1. Calls Report:
2. Agents Report:
- Offers metrics and KPIs for all agents.
- Provides insights into:
- Agent
- Total Calls
- Answered Calls
- Not Handled Calls
- Average Answered Call Percentage
- Average Not Handled Call Percentage
- Average Talk Time
- Average Connecting Time
3. Missed Calls Report:
Calls that rang on an Agent but were not answered before the caller hung up.
- Includes details like date, skill, caller number, and call duration.
4. Abandoned Calls Report:
- Shows all calls that were ended by the caller at any point during the interaction.
- Provides data on date, skill, caller number, and call duration.
5. Dropped Calls Report:
- Lists all calls that connected with an agent but had a call duration of 5 seconds or less (regardless of call termination by caller or agent).
- Includes information on date, skill, caller number, and call duration.
6. Callbacks Report:
- Shows all calls with voicemails requiring callbacks within the specified period.
- Provides details such as date, skill, caller number, call duration, voicemail availability, callback assignee, and callback status.
7. Not Handled Calls Report:
- Presents a detailed call flow for unanswered calls, including agents who received call notifications but did not pick up.
- Offers information on date, skill, call number, voicemail availability, and assigned agent.
8. Call X-Ray Report:
- Allows Supervisors to visualize the step-by-step journey of a call until termination.
- Differs from other reports with filters for date range, skills, agents, and call type.
- Supervisors can view all calls routed to a specific skill and choose individual calls for inspection.
- Data displayed includes:
- Selecting a call reveals a detailed list of steps