Displays a summary of the supervisor’s activity for the current reporting interval.
How it works
Tracks the number of agents observed, barged out of contacts, and coached by the supervisor. Administrators can view the number of times that the supervisor observed the agents and provided coaching. For each supervisor, the report displays a Grand Total and a Sub Total.
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.
You can drill down on the Observing, Coaching, and Barged-In measures.
