Supervisor Guide

The Supervisor Profile section of this documentation is designed to provide Contact Center supervisors with the information they need to oversee the daily operation of their Contact Centers: agents, campaigns, and Outbound Hubs in real time. This section includes detailed information on how to supervise users, campaigns, Outbound Hubs, and other monitoring tools that uContact offers.

How to use this guide

This section is organized by supervision area. You can go through it in whatever order you need, depending on what you want to monitor:

• Users: monitoring of user status and metrics in real time.
• Campaigns: monitoring of campaign performance and metrics.
• Outbound Hubs: supervision of outbound campaigns (Telephony, Email, SMS, WhatsApp).
• Interactions: tracking and analysis of the interactions handled by users.
• Metrics: details of the metrics available in the different dashboards.
• Wallboards: real-time visualization of key indicators for the whole team.