Displays a summary of the supervisor’s activity for the selected reporting duration.
How it works
Tracks the performance of the routing service for the selected duration. The duration is aggregated monthly and can be Monthly and Yearly.
From the Inputs prompt, you can filter reports by one or more supervisors.
Business usage
How do you determine the number of agents that the supervisor was observing?
Use the Observing measure to know the number of contacts where the supervisor was observing the agent.
How do you know the number of agents that the supervisor was observing and provided coaching?
Use the Observing measure to know the number of contacts for which the supervisor was observing the agent. Use the Coaching measure to know the number of contacts for which the supervisor provided coaching to the agent.
How do you determine the number of agents a particular supervisor was observing, provided coaching to, or barging in on?
Filter the report by Supervisor Name. Use the Observing, Coaching, and Barged In measures to determine the number of agents where the supervisor was observing, coaching, or barging in.
