Managing the day-to-day operations of your mission-critical contact center places tremendous pressure on supervisors. Finding the balance of contact center efficiency, quality, and customer satisfaction is a constant battle. Oracle’s Contact Center Anywhere was developed with integrated supervisory tools to make that job easier.

FEATURES

• Supervisory management from any location
• Real-time status of agents
• Progressive daily summary data
• Configurable Supervisor data views
• Integrated by design
• Quality monitoring and recording
• Monitor, coach, or barge in
• Whisper coaching
• Supervisor chat
• Agent lockout
• Guest supervision for outsourcer clients (who can listen but not interfere)
• Historical reports tailored to individual supervisor needs
• Real-time views across sites