Call Center Supervisor Guide

This guide provides step-by-step procedures on how you can manage queues and monitor agents on the Call Center Console dashboards, Wallboard and Queue Panel, and describes how to manage queue call logs on your Linkus UC Clients.

Audience

This guide is intended for call center managers (supervisors) and authorized agents with responsibilities that include managing and monitoring the performance of call queue and agents, as well as ensuring that the call center meets established service level and goals.

Note: For guidance on introducing operations to agents that responsible for handling queue calls only, see Call Center Agent Guide.

Call Center management tools

Yeastar P-Series Software Edition supports tools such as Wallboard, Queue Panel, and Queue Call Logs, providing call metrics, real-time performance data, and detailed call records to help you monitor and optimize Call Center operations.

  • Wallboard: Displays call center metrics and KPIs to allow you to monitor and optimize performance.

    For more information, see Wallboard Overview.

  • Queue Panel: Shows the call metrics and agents' performance in real time, and offer a comprehensive view on activity of call. It is available for you to manage queue calls.

    For more information, see Queue Panel Overview.

  • Queue Call logs: Shows the call records in a queue in real-time, allowing you to check and manage queue call logs on Linkus UC Clients.

    For more information, see Manage Queue Call Logs.