FAQs - Copilot for Supervisors

Copilot for Supervisors is an AI-driven tool designed to assist supervisors in handling interactions. It provides insights on monitoring and interventions in context to help prioritize tasks and make informed, data-driven decisions.

The key features include:

• Urgent Assist Alerts: Immediate notifications for urgent situations requiring supervisor intervention.

• Insights for Negative Sentiment Alerts: Context and summaries for calls with negative sentiment to aid in effective monitoring.

• Conversational Inquiries: Ability to ask questions about data sets and receive suggested questions to get started.

• Monitoring Insights: Analyze your monitoring activities and compare with your peers.

• Intervention Impact Insights: See how your interventions affect the conversation and compare with peers.

Urgent Assist alerts are automatically triggered during interactions when an urgent situation arises. Urgent Assist alert configuration toggle must be enabled in order to get Urgent Assist alert.

You will receive insights into the underlying reasons for negative sentiment, along with a summary of the ongoing call. This helps in understanding the context and providing appropriate assistance.

You can prompt Copilot for Supervisors to ask questions about your data. The tool also provides suggested questions to help you get started.

For example, Click here for more information on what data is currently available for inquiries.

You need permissions to view alert insights, view Insights Workspace and access the conversational panel. Check with your system administrator to ensure you have the necessary access.

Yesterday, Last 7 days, Last 14 days, Last 30 days, and Custom Dates.

Currently Monitoring Frequency and Intervention Impact. Upcoming release will introduce new insights.

It helps supervisors evaluate their monitoring activities and compare them with peers.

Monitoring and intervention (coach and join) events that last longer than 15 seconds are considered. This helps in filtering out insignificant interactions and focusing on meaningful data.

No, since Workforce Management (WFM) data is not integrated at this stage, the system cannot exclude leave days or weekends.

You can select up to 90 days of past data for review.

Yes, there is an option to view the data in a table format, which displays the graph in a tabular form within a modal view. This provides an alternative way to analyze the data.

Sentiment change is calculated by comparing the sentiment at the moment the supervisor intervened the contact with the sentiment at the end of the contact.

It displays the counts of improved, declined, no change, and un-tracked sentiments due to supervisor interventions.

No, these events are not counted as interventions. However, we do show these counts in the un-tracked sentiment category.

Sentiment change is measured from the moment of supervisor's intervention to the end of the call.

Sentiment is considered as Improved if score is increased even though contact is still in negative sentiment.

For example, let’s consider below sentiment scores:

• 0 to 0.5 means Negative Sentiment

• 0.51 to 1 means Positive Sentiment

If the sentiment score starts at 0.2 (negative) and a supervisor or coach helps to raise it to 0.4 (still negative), this is called Improved Sentiment.

Verify that you have the necessary permissions and that your contact system is compatible. If the issue persists, contact your IT support team for assistance.

Ensure that the interactions are clear and that the system is properly calibrated.

One possible reason is that only monitoring events lasting longer than 15 seconds are counted.

The selected period might not have data to show, Try adjusting period. In case of technical issue, relevant message is shown.

One possible reason is that only join and coach events lasting longer than 15 seconds are counted.

The data you're trying to access may not be included in your organization's current license. Responses are provided based on the entitlements available through your organization's licensing.