Supervisor app

BITS Voice Supervisor

The Windows app for the people who run the floor. Every queue and agent live, with waiting callers. Listen, whisper or join a call; move or assign calls.

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Every queue and agent live, with waiting callers
Listen, whisper or join a call; move or assign calls
Agent states, breaks and performance at a glance

Livequeues and agents, every 2 seconds

Listenwhisper and barge in

Alertson screen and by email

Qualityreview calls with your forms

The floor at a glance

Every queue, every caller, every agent

Service level, waiting callers and the longest wait per queue, with the live list of calls and the state of each agent. Alerts turn red when a caller waits too long or no one is signed in.

Queue tiles with waiting, longest wait, ready agents and SLA
Take a call yourself, move it to another queue or assign it to an agent
Change the priority of a waiting caller
Web chats waiting, with the page the visitor is on

Coach in the moment

Listen, whisper, barge in and message

From your own extension, listen to an agent's call, whisper advice only the agent hears, or join the call. Send a message to one agent or to everyone, and change an agent's state when needed.

Listen, whisper and barge from the app
Messages to one agent or the whole floor
Set an agent available, on break or signed out
Today's totals per queue and per agent

Quality

Review recordings with your own scoring forms

Pick any call from the log, play the recording, and score it with the form you built in the portal. Scores roll up per agent so coaching is based on numbers.

Scoring forms with weighted questions
Per-call and per-agent averages
Notes the agent can see
Reports exported to CSV

BITS Voice Supervisor

Every queue, every caller, every agent

Listen, whisper, barge in and message

Review recordings with your own scoring forms

Ready to connect your business?

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