Supervisor Dashboard

Supervisor dashboard is a licensed tool provided to call center supervisors that allows them to track agents and call center information in real time.  It also can run reports on historical call center data.  The supervisor dashboard tool requires either call center pro or call center enterprise licensing.  It will NOT work with basic call queuing.
 

Launching Supervisor Dashboard

The supervisor dashboard is a web application that can be launched from the user portal. For instructions on how to do this, click here.
 

The Control Panel

The control panel is broken into three sections: the call console, contacts, and queued calls.



 

Call Console

The call console allows the supervisor to manage calls on their own line.  The top section will show any active call(s), providing the ability to place them on hold or disconnect the call.  The bottom section will allow the supervisor to manage any N-way call they are part of, giving control over the participants in the call.



 

Contacts

The contacts section has several sections within it based on viewing contacts within the enterprise and personal contacts that were added to the user's contact list.

Search - The search section allows for searching for contacts both in the personal directory and in the enterprise.

Enterprise - Provides a directory of all users on the account.

Common - Provides any contacts added to the enterprise or location common phone list.

Personal - Lists any personal contacts added to the supervisor dashboard.

Agents - Lists out the agents assigned to the supervisor, can be configured to show the real-time status of the agents. For more information on the agents section, see Supervisor Dashboard - Managing Agents.

Directories - Shows enterprise or location directory.

Queued Calls

The queued calls section allows the supervisor to view calls waiting in queues.  The supervisor can manipulate these calls within the queue and transfer them out of the queue to specific extensions or outside phone numbers.  For more information about the queue calls section, see Supervisor Dashboard - Queued Calls.



 

Saving the Dashboard

Unless saved, the supervisor dashboard will revert to its default state every time it's closed or signed out of.  Below, find the steps to save the view and to ensure that the view is saved every time you sign out.  If you close the window or tab without signing out, the workspace will NOT save.
 

1. Click Settings in the upper right-hand corner.
   
   
    
2. Click Save Workspace.
   
   
   
   NOTE: Checking the box Always save workspace on signout will save the view every time the Sign Out link is used.
    
3. Click the Back to Application link where the settings link was.
    

Reporting

Reporting on both call centers and agents can be accessed through the Reporting link in the upper right-hand corner.  Any of the reports below can be scheduled to be emailed to up to 9 recipients on a recurring basis.




Clicking the link will open a new window allowing for report types to be selected.  The amount of historical data you can pull for each report varies depending on the type of report and interval of data.  Below is a summary of each report, an approximate amount of historical data the report holds, and a link to an article with more information on the report output.

*If using a sampling rate of less than 1 hour, the report will only be able to access 3 months of history.

Scheduling Reports

Any of the reports above can be scheduled to be sent out at regular intervals from the supervisor dashboard. The report will be processed at the specified time but may be delayed by up to 10 minutes in arriving in your email.

You can schedule new reports in the supervisor dashboard by following these steps:

1. Select the report template to use for the scheduled report from the drop-down menu.
   
   
   
   
2. Set the scope of the report.
   
   
   
   
3. If required, set any performance parameters.
   
   
   
   
4. Select the Scheduled option under Type.  Additional fields will appear below.
   
   
   
   
5. Enter a Name and Description for this report.
   
   
   
   
6. Set the start date and run time.
   
   
   
   
7. Set the recurrence pattern and range.
   
   NOTE: If the recurrence pattern is set to None, the report will only run once.
   
   
   
   
8. Set the timeframe.  This is relative to the report run time.
   
   
   
   
9. Enter up to 9 email addresses to receive the report.
   
   
10. Click Add Scheduled Report.
    
    

The report will be processed at the scheduled time, though it may be delayed by up to 10 minutes in getting to your email account.

You can only view and edit scheduled reports that you have created.

To view the reports you have created, select Scheduled Reports from the report template drop-down menu.

You will be presented with a list of all the scheduled reports you created

Clicking the (load) icon will load this scheduled report, allowing you to update any of the parameters.

Clicking the z (delete) icon will prompt you to delete this report.  Once deleted, a report can be re-created, but it cannot be recovered.

Dashboard

To view a real-time dashboard that shows both call center and agent status in those call centers, click the Dashboard link in the upper right-hand corner.




For more information, see the article Supervisor Dashboard - The Dashboard.