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Supervisor Guide overview
- 10 Feb 2025
- 7 Minutes to read
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Supervisor Guide overview
- Updated on 10 Feb 2025
- 7 Minutes to read
- Print
- DarkLight
- PDF
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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
Users with the Supervisor role have access to a variety of tools to help you manage and monitor your team. Some of these tools overlap with what administrators use, but most of what you’ll work with applies just to your team rather than the whole contact center. For certain features, like system-wide reports, you might only have "view-only" access to see what’s already been set up.
Tip
See the Administrator Guide for information about Additional supervisor capabilities.
The table below gives you an overview of the tools at your fingertips, along with links to guides that explain how to use them. Whether you’re checking in on agent performance, reviewing call quality, or using speech analytics, these tools make it easier to keep things running smoothly and meet your team’s goals.
| 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.
Note
Some of these features may be "view-only" for a user with the Supervisor role assigned.
| 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, 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. |
| 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. |
| Webhooks | You can view the current webhooks that are configured for your contact center. |
| 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. |
Using the Agent Panel
Supervisors have access to the Agent Panel just like other contact center users.
You can use the Agent Panel to:
- Make outgoing phone calls, call an internal extension
- Join Dialer campaigns to handle calls
- Review your inbound and outbound call history (Recents)
- Manage your CID group
- Review your metrics
- Receive calls transferred, conferenced, or consulted by agents
- Supervise your agent's calls when you use the Manager Actions
For information about how to use the Agent Panel, refer to Agent Panel: Getting started.
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