Equate Supervisor Console

Supervisor Console Overview

The Equate Supervisor Console is a powerful management tool for real-time control of agent resources in a busy Call Centre.

Version 5 Software now available, lots of new features, displays up to 6 groups at once. A brochure is being prepared.

Multiple Consoles per System

The Supervisor Console is a Windows based application which can run on one or more PC Workstations connected to the UltraVox Equate ACD server via a Local Area Network.

This means that several supervisors may monitor the progress of calls to an ACD group, or where the Equate serves more than one group, each supervisor may independently monitor groups within their jurisdiction.

Real Time Display of Agent Activity

Icons clearly show the status of each agent as calls are presented. The icons will change as the agent's station rings, the call is answered, during wrap-up and when the agent returns to idle. Agents in . Do-not-Disturb' will be identified and, if relevant, the particular activity to which their time is assigned.

Drag and Drop Agents

As call queue conditions change, a supervisor can log agents into groups or move them from one group to another by simply dragging the agent's record into the appropriate area. Two groups are visible on each console program which may be selected from any of the groups on the Equate. It is possible to run multiple console programs on one console to see more than two groups.

Configure Queues

The Supervisor Console shows information on current queue lengths and wait times. Overflow patterns based on queue lengths or maximum time in queue may be altered in real time to respond to exceptional queue conditions.

Configure New Agents

With the correct password access, a supervisor may add agents directly from the Supervisor Console and change information relating to existing agents. This means that adding an agent to the ACD is no longer a costly upgrade and programming exercise. Any telephone on the host PABX may become an agent position.