With real-time alerts, monitoring, coaching and evaluations, you can support your agents when they need it most. Whether at home or in the office, they’ll receive more constructive and relevant feedback from their supervisors, enabling their growth.
“By providing us with the ability to monitor and analyze omnichannel interactions,” Jeremy summarized, “CXone Supervisor helped our supervisors gain valuable insights into our customers’ needs and preferences, and has allowed us to improve our overall customer service.”
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Supervisor Workspace: FAQs
Boost supervisor efficiency
Specially designed with your supervisors in mind, CXone Supervisor offers easy access to business-critical insights across all channels - both digital and voice - empowering supervisors to make in-the-moment decisions and resolve CX risks, before they take place.
A one-stop-shop for all your supervisors’ needs, CXone Supervisor workspace maximizes their efficiency through KPI tracking, agent monitoring, CX risk alerts, ad-hoc agent performance evaluations, and data-driven decisions boosted by real-time AI-based insights.
Yes. Multiple supervisors can monitor, coach, or join the contact of the same agent at once for any contact.
However, only one supervisor can monitor the screen of the same agent. Similarly, only one supervisor can take over a call.
Yes, a supervisor can monitor multiple digital contacts at once, similarly to how an agents can handle multiple digital contacts at once.
The following actions for skills triggered from CXone Supervisor are automatically added to the Activity Audit report and ACD Activity Audit report.
Yes, the CXone Agent application is certified with CXone Supervisor.
Yes. After opening the screen monitor to a new window, you can close it and embed it back on the CXone Supervisor page. It needs to be closed on the separate window before attempting to embed it back. If it doesn't work, refresh the CXone Supervisor page.
Permissions can only be granted at the profile level, not per user. The administrator can easily create a new custom profile, assign relevant users to it, and grant only the CXone Supervisor permission to that profile. This will allow only a subset of users to have access and experience the new CXone Supervisor application.
When the call is on hold:
Yes, the supervisor can voice monitor a consult call between two agents in the Focused view.
The supervisor can also join the call and coach the agent. However, the voice of supervisor will be audible only to the first agent. Also, the supervisor cannot take over a call consult between two agents.
The supervisor can only hear agent's audio input in the monitor, coach, or join state.
In the Join state, the customer's audio will not be available until the call is removed from the Hold state.
If the supervisor takes over the call, the Hold state is automatically removed, and the call between the supervisor and the customer is resumed.
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