Manage your customer service team better
Monitor your contact center and agents to ensure superior customer service. Listen in, join, or take over a call at any time.
EVOX Connect Supervisor Dashboard
Multiple real-time views of contact center
Monitor the health and activities of your contact center from different points of interest: traffic and exceptions, live calls and agent status.
Easily monitor the team's current workload with real-time reports.
Filter dashboard data by ACD, group, or agent to view specific data subsets.
Toggle between Call Center, Live Calls or Agents dashboards.
Monitor your contact center status
Instantly analyze your team's productivity and the overall caller experience. Identify calls that may need intervention.
Review overall call efficiency and identify issues such as high call volume or understaffing with two real-time key reports.
Quickly access more detailed analysis reports using the shortcut button.
Monitor active calls
Oversee ongoing calls and provide timely assistance or intervention for team members facing challenging situations.
See all active calls on one page. Access detailed call information, including the responsible agent, participants, call type (incoming or outgoing), duration and historical contact details.
Monitor the conversation between the agent and customer without their knowledge. Coach inexperienced agents or help resolve difficult issues.
Intervene in a problematic call by joining the call.
Take over the call when a customer requests a supervisor or when the agent is unable to resolve the call. This removes the original agent from the call. Takeover calls are indicated in the Contact Logs.
