The supervision module of the Akio Unified omnichannel customer interaction management platform enables contact center supervisors and managers to optimally manage activity with real-time indicators.
Focus on the customisable dashboards of the Akio Unified platform for fine-tuned, efficient business management, whatever the volume.
Making the most of supervisors’ time
‘Every click counts! A reduction in the number of clicks required to access a supervisory action may seem trivial, but when this action becomes a recurring one for a supervisor during his or her working day, it represents a real saving in time and comfort that is always appreciated by our customers’.
Maxime BENARD, Product Owner
In many control contexts, the supervisor’s job involves recurring actions. The latest enhancements to the real-time dashboard module optimise the product’s ergonomics and reduce the effort required by supervisors to access these actions, which are an integral part of their day-to-day work.
Use cases
‘Reskilling’ (modifying skill levels) is frequently used by supervisors during the day, for example to regulate high or low activity, to reinforce a team during a temporary peak in activity, or to facilitate the processing of a media item.
From now on, access to the ‘Skills’ side panel to perform this action is possible with a single click from the hover over a widget displayed in a dashboard.
Monitor up to 150 agents per widget in real time
‘Today, more and more of our customers are talking to us about large-scale supervision as part of their day-to-day business, which is why we felt it was important to develop real-time supervision to make this large-scale control possible and simple.” M.B. Product Owner
We know that seasonality or growth in a contact center, for example, leads to changes in the number of agents or even teams to be supervised. The Real Time Dashboard module has therefore been adapted to handle widgets of up to 150 lines without degrading dashboard display performance.
Use cases
Unlike a supervisor who wishes to display a widget with a reduced list of agents grouping together his team of 40 agents, a supervisor of large-scale teams can create a single widget grouping together, for example, 2 teams of 40 agents, i.e. 80 agents. Viewing all these agents in the same list represents an additional convenience for the hypervisor in terms of its dashboard interface.
Filter a list of agents in real time by user group(s) or queue(s)
‘Offering to dynamically filter a widget based on certain key criteria is a great asset for a supervisor looking to target activity in real time to make decisions.’ M.B. Product Owner
Supervisors are perfectly familiar with the organisation of their teams in terms of user groups or queues, but we wanted to make it as easy as possible for them to manipulate their organisation within the Real Time Dashboard module. Thanks to these changes, in just a few clicks a supervisor can filter a list of agents according to a combination of criteria and, if necessary, keep the filter applied in a widget.
Use cases
A supervisor has created a list widget with a set of agents attached to different user groups, but following the observation of a peak in activity on a queue, he wants to display only the agents working on this queue and thus take supervisory actions relevant to the situation.
In conclusion, ask now for a personalised demonstration of the Akio Unified platform to see how the supervision module enables agile and optimised contact center management thanks to customisable dashboards and real-time indicators. Or how to make your supervisors’ day-to-day work easier with simplified actions and large-scale supervision capabilities tailored to your needs. ✅