CXone Mpower Copilot for Supervisors uses artificial intelligence to help you handle voice and digital interactions. The feature and capabilities are available under CXone Mpower Copilot for Supervisors license.
Make sure you have the permissions to view and use the Copilot for Supervisors capabilities.
This AI-driven tool provides insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guides you to make informed, data-driven decisions.
Key features of CXone Mpower Copilot for Supervisors are:
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Real-time alerts: Real-time alerts provide immediate notifications and insights. This enables you to monitor and respond quickly to various situations that may arise during customer interactions.
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Urgent Assist alerts: You are instantly notified when an urgent situation requires immediate assistance. This feature is only supported for voice contact.
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Negative Sentiment alerts: You are presented with the real-time sentiment analysis of ongoing interactions between agents and customers, providing insight into the emotional tone of the conversation as it unfolds.
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Alert Insights: This offers context-rich information on the ongoing interaction between an agent and the customer. Alert Insights empowers you to understand the root causes of Negative Sentiment and Urgent Assist alerts, enabling you to provide targeted support to agents and improve customer experience.
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Reason and ongoing summary: This empowers you to understand the root causes of Negative Sentiment and Urgent Assist alerts, enabling you to provide targeted support to agents and improve customer experience.
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Past interactions insights(Customer Journey): These insights provide historical interaction data of the customer, creating a holistic picture of customer interactions and allowing for more personalized and efficient problem-solving.
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Insights Workspace: The first phase of Insights Workspace introduces two metrics to evaluate supervisors’ performance and impact: Monitoring Frequency and Intervention Impact. These metrics are based on performance parameters and offer detailed information for selected date ranges.
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Conversational Inquiries: You can prompt CXone Mpower Copilot for Supervisors to ask questions about your data sets. It even provides suggested questions to help you get started.