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GuidePDF

Supervisor guide

A guide for shift supervisors. Where to see what's happening in your queues right now, which reports to open every day, how to listen to calls, and how to build agent schedules.

Who it is for

Supervisors, team leads, and contact center managers.

What is inside

  1. What's happening now – queues, agents, and their statuses
  2. Reports – service level, missed calls, and hourly volume
  3. Quality – call recordings and speech analytics
  4. Shifts – volume forecasts and agent schedules
  5. Every day – what to check at the start and end of a shift