Reporting & Analytics
Supervisor Dashboards
Featuring a high level of customizability, the Supervisor Dashboards are an indispensable tool for monitoring the performance of your calls, agents, and campaigns.

Featuring a high level of customizability, the Supervisor Dashboards are an indispensable tool for monitoring the performance of your calls, agents, and campaigns.
The Supervisor Dashboards of nobelBiz OMNI+ are what supervisors use to monitor agent and call activity, plus a host of other performance metrics relevant to individual inbound, outbound, or blend campaigns.
The NobelBiz OMNI+ dashboards are highly customizable: supervisors can easily pre-determine what metrics they are interested in for a particular campaign and organize that data into easy-to-read reports.
Depending on how you define success, you can monitor KPIs such as:
You can also monitor real-time campaign performance metrics such as:
Every campaign is different and has its own internal KPIs that are crucial in determining your team’s success. However, irrespective of the type of campaign you’re running, one aspect never changes: agents are human and subject to mistakes. This is why the supervisors must have access to live monitoring tools such as:
Stealth monitoring: The supervisor can listen to the interactions without the agent knowing.
Barge mode: The supervisor takes over the interaction
Whisper mode: The supervisor can speak to the agent without the client knowing it (excellent for training or de-escalating complicated interactions).
Agent screen monitoring The supervisor can access and see the agents’ screens.
Alerts are excellent for maintaining a real-time, birds-eye-view of your operations. They are instrumental when your agents are remote. The OMNI+ Supervisor Dashboards allow you to set up thresholds for different activities. You will be alerted every time your criteria are met. For example, if you want to be notified whenever the wait time exceeds 30 seconds, you just need to configure an alert.
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