Supervisor Controls
The content of this page are continuously being updated. Stay with us for more updates.
Supervisor Capabilities
This document describes the capabilities of Expertflow Contact Center Supervisors.
An Expertflow CX's Supervisor has default access to all agent features and the additional features explained below.
| Capabilities | Description |
|---|---|
| Monitor Dashboards | The dashboards embedded in Agent Desk are the real-time dashboards for supervisors to view the summary statistics of the contact center including queues, agent states, and real-time conversations that are ongoing with agents and the bots. |
| Silent Monitoring | Enables a supervisor to Silently Monitor a conversation between the agent and the customer to see, how the conversation is going on. |
| Barge-in | Enables a supervisor to monitor and barge in the conversation if required. |
| Team Announcements | Enables a supervisor to create, edit, and delete announcements for one's team agents. |
| Customer Schema | Allows the business administrator or anybody who has permission to customize the Customer fields. |
| Create New Customer Labels | Allows the business to categorize customers based on certain characteristics such as customer segment, language, and type (gold, platinum, standard). |
| End PULL-based Requests | Enables a supervisor to end PULL-based requests. |