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. When supervisors have access to key operational metrics, they can continuously monitor contact center operations and make course corrections. For example, supervisors can step in when customer sentiment turns negative. They can also improve service representative staffing to optimize productivity and keep service levels high.

Supervisors can use the extensibility feature to customize data models. By adding extra metrics and reporting on custom entities, they make the contact center more efficient.