Enhanced supervisor experiences for operational monitoring of chat and digital messaging
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Apr 10, 2021 |
Business value
Supervisors need key metrics and channel-specific performance measures to make operational decisions to meet and exceed service-level goals.
Feature details
As contact centers deploy multiple channels to provide an omnichannel experience in customer service, supervisors can view and track relevant metrics for operational efficiency in the following ways:
- Equip team leads to monitor channel-specific performance metrics to handle agents who are dedicated to a single channel.
- Enable senior team leads and service delivery managers to monitor all-up metrics across all channels̥.
- Provide the capability to quickly switch between the views.