Call Center Supervisor Guide

If you run a call center on Cloud Voice, this guide gives you step-by-step procedures for the day-to-day work of keeping queues healthy: tracking live activity, watching how agents perform, and reviewing the calls your queues handle. The procedures cover the two Call Center Console dashboards, the Wallboard and the Queue Panel, plus how to review queue call records from the Cloud Voice App.

Who this guide is for

Supervisors and managers are the primary audience, along with any agent who has been given queue-management responsibilities. If your role includes monitoring queue and agent performance and making sure the center meets its established service-level goals, this is the material you need.

Note

A service level is the standard your call center commits to, for example answering a set percentage of calls within a target number of seconds. The supervisor tools in this guide are how you check whether the center is hitting those goals.

Note

Agents whose only job is to answer queue calls don’t need the supervisor tools. Point them to the Call Center Agent Guide instead, which focuses on setting availability and handling queue calls from a single agent portal.

Tools for managing your call center

Cloud Voice gives you three complementary views into queue activity. Between them they cover call metrics, real-time performance data, and the detailed record of every call, so you can both monitor and optimize how the center runs.

1. Wallboard: A big-picture display of call center metrics and KPIs, built for monitoring overall performance and spotting where to improve. See Wallboard Overview.
2. Queue Panel: A real-time look at queue metrics and individual agent performance, giving you a full picture of what’s happening on calls right now. This is also where you manage active queue calls. See Queue Panel Overview.
3. Queue call logs: The live record of calls in a queue, which you can review and manage directly from the Cloud Voice App. See Manage Queue Call Logs (Manager).

Note

KPI stands for Key Performance Indicator: a single measurement that tells you at a glance whether a target is being met, such as the number of calls waiting, the longest wait time, or the percentage of calls answered. The Wallboard is built around these figures.

Tip

Reach for the Wallboard when you want the overall health of the center on one screen, and the Queue Panel when you need to act on a specific queue or agent in the moment. The two work best side by side.

Note

Queue call logs travel with you: you can open and manage them from the web, desktop, and mobile versions of the Cloud Voice App, so you are not tied to a single device to review recent queue calls.