Cisco Finesse Supervisor Desktop

NovelVox Cisco Finesse Supervisor Desktop provides contact center supervisors with real-time data and statistics of their team.

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10
Years of Expertise

150+
Deployments in 16+ Countries

98.7%
Retention Ratio

Manage Your Team Effectively with Customizable Real-time KPIs

Supervisor Desktop helps supervisors to stay updated with the team performance and get notified whenever a set KPI is breached—this empowers the supervisor in effectively monitoring and managing the team to get the desired results.

Do more with NovelVox Cisco Supervisor Desktop with features like:

Team Statistics
Force Logout, Ready, Not Ready
Silent monitoring, Barge In
Single/Group/Schedule Agent Reskilling
Change Agent Password
CSQ / Skill group statistics

Precision Queue statistics
Reskill precision queue agents
Chat – agent to agent & agent to supervisor
Send/Schedule Broadcast Messages
3rd Party API integration
Configurable Hot Keys

Key Benefits

Smooth CSD/CAD to Finesse Migration

Supervisor Desktop for Cisco Contact Center. View real-time statistics of your agents, teams, skill groups / CSQ, precision queues and many more.

No Separate admin UI for Agent Reskilling, Change Password and Precision Queue updates.

Integrate with 3rd party applications such as WFM, call logger or bespoke applications

Cisco Supervisor Desktops are Vital to your Call Center

Your supervisors ensure smooth operation of your call center. They solve complex customer queries and provide cover when customer-facing agents need help. Call center supevisors play a key role in maintaining a high level of customer experience and in ensuring that the overall KPIs are met. All NovelVox Supervisor Desktops are custom built to suit your exact requirements and are compatible with Contact Center providers from Cisco, Genesys, and Avaya.

Integration for an Overall View of Operation

Like our agent desktops, supervisor desktops can be integrated to your back office, such as CRMs, inventory or payments system. The supervisor view of this data is often different from that of call center agents. Supervisors require a more ‘bird’s eye view’ of the data so that informed decisions can be made on resourcing, re-skilling or de-skilling, or system performance.

Tools to Maintain High Customer Experience

Supervisor desktops such as Cisco Supervisor Desktop have the ability to turn off certain tabs on the agent desktop should an internal system failure occur. This will alert agents not to use the affected system whilst on a live call with a customer and provides an opportunity to express regret to the customer of the fault. Although not ideal but in most cases, the customer understands the situation and it helps in ensuring that customer satisfaction is minimally affected.

Cisco agent supervisors can broadcast vital operational information to agents whilst on live call without interfering with the call. Such broadcasts keep call center operational information on a ‘need to know’ basis so supervisor KPIs can be met.