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.

See also

Omnichannel intraday insights dashboard (docs)