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SUPERVISOR CONSOLE

Boost team productivity by up to 20% with Supervisor Console

Coach agents, handle escalations and efficiently manage teams with real-time insights on team performance.

Monitor team performance in real time

Track volume trends, agent performance and customer satisfaction on both digital and voice channels from a central hub.

Gain insights into your agent’s daily tasks

View live status, assignments, backlogs, callbacks and agent performance metrics across different queues.

Dive into a holistic campaign monitoring experience

Monitor detailed aspects of your campaigns with insights on 20+ real-time metrics. Assess individual campaign performance with intuitive tabular or tile report views.

Get automated alerts on critical KPIs

Get instant AI-generated alerts on potential escalations, CSAT drops, increasing backlogs and emerging issues. Take corrective action from a unified supervisor dashboard.

Proactively communicate and collaborate with your team

Engage with your team, provide prompt guidance and share business and operational updates.

Communicate with your team anywhere

Interact one-on-one with agents using the in-platform chat capability. Form group chats to enable peer-to-peer learning and collaborative problem-solving.

Identify issues with ongoing interactions and intervene

Get instant alerts about potential escalations and intervene in the conversations by either whispering, adding internal notes or taking over the entire conversation.

Share ideas, files and time-sensitive information

Inform your teams about critical updates, crisis guidelines or invite them for a quick huddle using in-platform announcements.

Increase operational efficiency without causing burnout

Optimize your team’s schedule to keep agents energized and available all day — without the risk of burnout.

Identify skill gaps and ensure better agent training

Use AI-powered audits to spot skill gaps in your agent’s performance and seamlessly assign relevant learning material to bridge them.

Create agent staffing plans and monitor adherence

Use Sprinklr’s Workforce Management capabilities for forecasting, staffing scenario modeling and agent schedule generation while managing scheduling constraints. Alternatively, integrate with your existing WFM platform using open APIs.

Centrally manage team configurations

Monitor and manage team configurations from a central dashboard to identify bottlenecks — and make required updates to queues, agents or teams.

Go from data to insight to action with custom reports and dashboards

Use custom reporting capabilities to scale insights, drive performance and ensure brand compliance and governance.

Leverage custom reporting and intelligence

Create custom dashboards to monitor your team’s performance in real time across different queues and campaigns.

Customize agent experience

Give your supervisors complete visibility into every case — allowing them to make data-driven decisions on agent self-learning, coaching, scheduling and engagement strategies.