CXone Supervisor

CXone Supervisor is a powerful tool for contact center supervisors.

Using this application, you can manage and boost the overall performance of your teams. It helps you gain insights into agent states and contactClosed The communication with the customer, handled by agent over a single channel. A contact may consist of multiple segments. A single channel can be any voice or digital DFO channel such as chat, SMS, and so on. queues. It also measures your team's KPIsClosed An established metric used to measure agent performance and tracks the ongoing activities of your agents. You can view your agents' performance and assist them in real time.

Key Features About CXone Supervisor

  • Insights with detailed state breakdowns and focus indications.

  • Options to filter, sort, and search specific agents.

  • Perform real-time monitoring for voice and Digital First Omnichannel (DFO) digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. contacts as well as view their screens.

  • Coach your agents while they are interacting with customers.

  • Record their interactions.

  • Join or take over a contact. When you take over a contact, you can disconnect the agent and manage the rest of the contact yourself.

  • Force an agent to sign out of their agent application.

  • Manage agent skills and proficiencies to balance the contact queues better.

  • View your agents' behavioral score in real time during an interaction. This option is available only if your organization uses the behavior guidance feature of Real-Time Interaction Guidance.

  • Quick access to dashboards and BI reports directly from CXone Supervisor. These applications are accessible depending on the licenses for your organization and the permissions assigned to you.

Make sure you have the right permissions to perform the listed actions.