Supervisor Guide overview

Updated on 06 Dec 2024
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Who should read this article: Supervisors

Voiso provides a suite of tools that contact center supervisors can use to monitor the performance of agents and groups of agents.

Introduction

Voiso provides a suite of tools that contact center supervisors can use to monitor many aspects of your contact center. The following table summarizes the key supervisor tools with links to articles with in-depth descriptions and use cases.

Feature	Description
Speech Analytics	Voiso Speech Analytics employs advanced AI technology and Machine Learning capability to detect spoken languages automatically and analyze keyword usage. Speech Analytics provides data to the Real-time dashboard Agent Monitoring Agent List and Keyword counter widgets, Historical reports, and call transcripts in the CDR. Speech Analytics flags keyword usage in call transcripts to make it easy for supervisors to review call recordings visually.
Voice quality analysis	Supervisors can use the CDR to review and compare the Mean Opinion Score (MOS) of different calls or search for specific ranges of MOS. MOS is an objective measure of call quality that enables you to gain insights into call connection quality.
Call history with advanced search	Use the Voiso Call Detail Record's (CDR) powerful search with over 30 filters to comb interaction data and gain insights into agent and system performance.
Call recordings	Listen to recordings of any call, available from the CDR, to ensure compliance and quality of service from your agents.
Call data export	Voiso enables you to stream raw call details and recordings to Amazon SQS and Amazon S3 for processing outside Voiso.
Agent Zoom	Access the Agent Zoom to manage each agent using a comprehensive widget to view all activities, specify queue membership, and start call supervision, including Silent Call Monitoring, Whisper Coaching, Call Barging, Interception, Call Termination, and Agent Force Logout.
Omnichannel Supervisor dashboard	Use the enhanced Agent Zoom to monitor agents handling omnichannel interactions.
Feature Access Codes	For contact centers that use hardware phones and third-party softphones, initiate call monitoring features using unique DTMF number code combinations.
Agent monitoring dashboard	Monitor agent activity across your contact center using the Voiso Real-time dashboard widgets.
Queue monitoring dashboard	Monitor queue activity across your contact center using the Voiso Real-time dashboard widgets.
Historical reports	Use the Voiso Historical Reports feature to run reports or schedule regular reports on the performance of your agents and queues to monitor trends and plan improvements.

Additional Supervisor capabilities

Users with the Supervisor role also have access to the following Voiso features:

Feature	Description
Users	You can access the Users page to view and edit user settings for agents you supervise.
Teams	You can access the Teams page to view the teams you supervise.
Inbound numbers	You can access the Inbound numbers page. In the My numbers tab, you can add numbers to CID groups, scripts, and flows, delete numbers, add third-party numbers, and download a CSV of your numbers. In the Buy numbers tab, you can buy numbers for your contact center.
Queues	You can access the Queues page and edit your Queues.
Scripts	You can access the Scripts page and view scripts.
Flows	You can access the Flows page and view flows. You can access the Flow Builder and view flows.
Dialer campaigns	You can access the Dialer campaigns page to create and edit Dialer Campaigns. You may only assign agents that you supervise to the campaigns you create.
Broadcast messages	You can access the Broadcast messages page and create and view your messages.
Wrap-up codes	You can access the Wrap-up codes page to create, edit, and view all wrap-up codes.
Unavailable codes	You can access the Unavailable codes page to create, edit, and view all Unavailable codes.
Media	You can access the Media page to add, delete, and download media files.
Keyword Groups	You can access the Keyword groups page to add, edit, and delete keywords and Keyword groups.
Agent Panel	You can access the Agent Panel to make outbound calls, answer inbound calls, participate in Dialer Campaigns, dial internal extensions and external phone numbers, view your call history, select a CID group, and view your metrics. Refer to the Using the Agent Panel section for information about using the Agent Panel as a supervisor.