DC Supervisor Application

Monitoring and Reporting Platform

A monitoring tool for the Supervisors (Site/Tenant) that provides the interaction/session overview. Where interaction activities can be observed and tracked. This application provides a way to supervise real-time the overall Digital Connect session that is performed and provides reporting services.

The application allows higher levels of supervision performance by delivering the following benefits:

• One finger-click real-time monitoring of inbound and outbound recorded interaction

• Oversee the information of the overall interaction

• Generate reports of the interaction

• Provide multi-tenancy and site across departments to have their own private shared space

• Assign and configure client user setup

• Audit the action of the users

• Download interaction documents

• Playback the recorded video calls

Monitoring provides a real-time view of the contact center activities to improve performance.

Historical information of the activities and recordings are securely saved in the system. A user-defined business monitoring platform covering customer service center operations needs.

A Supervisor would have to:

• Log into the application

• Search the sessions list based date, user name, and/or customer

• The table of session information fulfilling the search parameters will be populated on the screen

• Supervisor can download the list of session as Excel report by clicking the Export button above the session table

• Supervisor can view the session details by clicking the View button at the end of each row (denoting a session) on the session table

• The loaded details page will have all the conversations shared with the customer. The conversation for the selected session above will be selected by default.

• The supervisor can view the messages for a conversation

• If the message is a shared document, the supervisor can click on the message to open the viewer

• The viewer shows the supervisor the contents of the document and will also allow the supervisor to download the document if needed