Supervisor Desktop

Support your contact centre more effectively with Five9 Supervisor Desktop.

From monitoring key metrics and calls to providing real-time feedback and coaching agents, contact center managers have a lot of responsibilities throughout the day. They also have to manage the overall team and keep track of communication channels across an omnichannel solution. The Five9 Supervisor Desktop provides a single interface to help them throughout their busy day. A 360-degree view of the contact center that helps managers tailor support for their entire team.

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Efficiently Manage Your Contact Center for Maximum Productivity

The Five9 Supervisor Desktop is browser-based and completely customisable, letting supervisors monitor and measure specific contact centre operations in real time. The contact centre or call centre metrics dashboard views allow supervisors to monitor agent state by channel and make adjustments within the agent performance dashboard based on current conditions. In addition, custom alerts help supervisors quickly identify when certain SLAs or KPIs aren't being met so resources can be reallocated.

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Woman talking on the phone with a customer service representative

Enable Your Supervisors to Empower Your Agents with the Right Tools

Monitor Agent Quality with WFO Integration

Empower your supervisors to better manage their team’s success with workforce optimization tools. Give them seamless access to view schedules and adherence, perform evaluations, manage requests, monitor their entire team’s desktop activity, and more.

Monitor Team

Supervisors can actively monitor all aspects of the team including current agent state by channel, number of calls in queue, wait times, campaign status, etc.

Help Agents in Real Time

Supervisors can monitor agents in real time and help as needed. They can listen, silently coach and monitor actions in real time. If needed supervisors can intervene on a call to help.

Solve Issues When Exceptions Occur

Supervisors can use real-time monitoring and multi-conditional alerts to quickly identify issues that may impact customer service and take corrective actions.

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98% of people believe customer experience is crucial for their business to retain customers.

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Set alerts for specific performance markers across all channels
React quickly when SLAs are not being met

Start and stop campaigns
Reset list dispositions and manage agent skills
Logout users, send test calls, and monitor agents in real time

Supervisors can share settings to help standardize management practices
Create uniform administration across contact centers
Share best practices
Send broadcast messages between supervisors, agents, and administrators for improved communication

View and manage schedules and adherence
Manage time off requests, voluntary time off, shift bids, changes, swaps, and agent disputes
View and evaluate assigned interactions
Review and edit completed evaluations
Virtually monitor their entire team’s desktop activity
Listen in on live calls (voice and screen) and evaluate
Review and annotate voice and screen recordings

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Five9 is a great resource. The product is easy to use and allows us to effectively manage our call center operations. From the reporting to real-time data, Five9 helps meet our customer needs. They are also quick to reply and assist with any administration functions we need assistance with.

Resources To Help You Get Started

Data Sheet

Five9 Supervisor Plus

Five9’s Supervisor Plus gives supervisors access to real-time data and the ability to customize their experience, making it easier to monitor and motivate staff and manage contact center resources.

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