Introduction

Call Center for Supervisors gives a call queue supervisor the ability to access Call Center for queue analytics, the ability to manage your call queues, and manage your call center agents. This guide provides an overview of your options within the VIP Portal as a Call Center Supervisor.

For a video demonstration:

Call Center

When you login to VIP Portal as a Supervisor, you will land at the Call Center section of the portal. Call Center is a summary of your call queues and agents in real time.

Call Queues: gives you real time updates to your call queues including active calls, callers currently waiting, wait time, agents online, and agents currently idle.

Active Calls Graph: gives a visual overview of your call flow for the last 8 hours.

Active Calls: shows all calls currently connected in the queue and provides the number, who is on the call, and the duration of the call.

VIP Analytics: gives your access to our reporting and analytic tools which will give you the insight to drive your business. These tools include daily reports and customized real time dashboards. For more detail regarding VIP reporting and call center dashboards, see VIP Analytics.

NOTE: VIP Analytics only provides data for your call center agents and call queues. It does NOT provide statistics for non-agent users. For non-agent calls, use the CALL HISTORY area of the portal.

Agent Call Monitoring

As a Call Center Supervisor, you can monitor all calls that come through the queue for coaching and for quality assurance. To monitor live calls in the queue:

1. In the ACTIVE CALLS card (at bottom of the Home screen), locate the call you wish to monitor.  The To column displays the agent extension number.
2. Hover your mouse over this call entry and click the LISTEN button (speaker icon).  After a few seconds, the system establishes the conference, and your desk phone will ring. An AUDIO MONITORING card will appear as shown.

3. After you answer the phone, you will hear the conversation, and the participants will not be alerted that you are listening.
4. In the AUDIO MONITORING card, click the appropriate button:
   • Join Call:  Speak with both the agent and caller.
   • Whisper to [Agent]:  Speak with the agent without the caller hearing.
5. When you are finished advising, hang up or press the END CALL softkey on the desk phone. The AUDIO MONITORING card in the portal will close automatically.  You can also click the LISTEN button (not shown).

Reports

Call Center Reports allows you to generate reports on the fly or set them to run at certain times.  These reports can be displayed, printed, and exported to CSV format for further processing in other applications.

To access the VIP Reporting options, select “Reports” which will open the options for what kind of reports you would like to run. 

To create your customized reports:

Select which report you would like to run from the tabs above: Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats, and Abandoned Calls. Each tab creates a different table below with several options already pre-populated.

To change the information included in the tables, select “Table Settings” on the right side of the screen. From here, you can customize your reports to only include the information that is important to you and your business.

To export and automate your custom reports:

1. Select the “Email Reports” button on the top right side of the screen. 
2. In the options, select the “Type” and “Frequency” of the reports you want to run. Customize the day of the week and time of day for your reports to be run. Once selected, the “Advanced” tab will appear. 
3. In the “Advanced” tab, select the statistics you would like to include in the report. To select multiple statistics, hold Ctrl (Windows) or       (Mac) or Shift. 
4. If you would like the reports to be sent to multiple people, add the email address below the statistics. 
5. Select “Save” to generate the automated report. 

Agents

The Agents section of the portal shows all Call Center Agents and Supervisors in your company. As a supervisor, you can edit an agent’s profile information, answering rules, voicemail options, phones, and access advanced settings which include sending the welcome email for the first time logging in, forcing a password reset, or resetting the user. For more information regarding editing Users, see the Users guide.

Conferences

The Conferences sections allows you to create and edit conference bridges for you to utilize. For more information on how to create, edit, and use your conference bridges, see the Conference Bridges guide.

Call Queues

Call Queues can be used to route calls to specific groups of users in your domain. The queue places the caller on hold and presents the call to pre-defined groups of users.  You can specify different types of call queues such as Round Robin, Ring All, Linear Hunt, Linear Cascade, or Call Park.  Users that receive calls from a call queue are called "Agents". Office Managers and Call Center Supervisors can create, modify, and delete call queues. 

For more details on editing your call queues, see VIP Call Queues.

Music On Hold

As a call center supervisor, you have the option to add customized hold music and messages to be played while your customers are waiting in the queue. To find more details including step by step instructions to add or edit hold music and messages, please see the Music on Hold guide.

Call History

The Call History section of the VIP Portal for Call Center supervisors gives you quick access to filter through all incoming/outgoing calls by either an agent or call queue. To access the Call History Section of the VIP Portal:

1. Login to the VIP Portal as an Office Manager or Call Center Supervisor
2. Click on the “Call History” navigation button at the top of the screen. 

From the Call History section, all Office Managers can see all calls to and from the domain including inbound, outbound, and internal calls. NOTE: Calls that come through a Call Queue will also show in VIP Call Center Reporting. 

Call Filtering: To filter through calls from specific dates, numbers, call types, etc.:

1. Select the “Filters” button at the top left side of your screen.
2. Decide which filters to apply from the choices presented: Date, User, Queue, Caller Number, Dialed Number, and Call Type (Inbound, Outbound, and Missed.) 
3. To reset your choices, select “Clear Filters” at the bottom of the window.
4. To search through your call History after you have selected your filters, select “Filter” at the bottom of the window.