How to Supervise Your Support Agents

Business Goal: Allow managers to identify issues on a daily basis and task agents to solve the issues.

Monitoring your agents’ performance and conversations with customers on a daily basis allows managers to identify issues that require immediate attention. Those issues can be tasked to an agent for resolution by notifying them on the platform.

Benefits of Supervising Your Agents

Having managers supervise agents on a daily basis helps to:

• ensure urgent issues are being identified and dealt with immediately.

• maintain a productive work rate among agents.

Method for Supervising Your Agents

• Supervise daily activities using the dashboard and notify agents about issues to resolve.

Supervise daily activities and notify agents about issues to resolve

Method Objectives

• Identify issues from analyzing daily activities.

• Notify agents to manage the issue.

How-To

Identify issues from analyzing daily activities

Tip: Learn more about the Dashboard here.

Use the Dashboard for daily supervision as it provides a summary of your agents’ performance and important key metrics across your Workspace on the platform. Managers can analyze day-to-day activities and identify issues that require immediate attention.

For example, if you see a Contact conversation is open for too long, click on the Contact to open up the conversation in the Messages Module and investigate the issue.

Notify agents to manage the issue

Tip: Learn more about the Comments feature here.

When a manager identifies an issue and wants to task an agent to solve the problem, use the Comments feature to notify agents about the task.

For example, should you find the conversation with a customer is still ongoing but the assigned agent is offline, simply comment and tag an available agent to notify and task them to continue the conversation with the customer.

When an agent is tagged, they will be notified of the task in the Notification Center.

Tip: Learn more on how to use the Notification Center to manage tasks here.