Supervisor experiences

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

The supervisor experience is designed for customer service managers and analysts. By having access to key operational metrics, supervisors can continuously monitor contact center operations and make course corrections. For example, supervisors can step in when customer sentiment turns negative and improve agent staffing to optimize productivity, which keeps service levels high.

Supervisors can also use the extensibility feature to customize data models by adding metrics and reporting on custom entities to improve contact center efficiency.