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Call Centre Supervisor Training

Call Centre Supervisor Training

This training provides step-by-step procedures on how you can manage queues and monitor agents on the Call Center Console dashboards, Wallboard and Queue Panel, and describes how to manage queue call logs on your Cloud One Mobile Clients

2 Hours Training for 1 Supervisor (Minimum)
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Call Center Supervisor Training

This Training is designed to help clients effectively utilize the features of the Cloud One Business Communication Suite, which includes powerful tools such as Wallboard, Queue Panel, and Queue Call Logs. These tools provide call metrics, real-time performance data, and detailed call records to support the monitoring and optimization of call center operations. Through this training, supervisors learn how to use the Wallboard to track key metrics and KPIs, leverage the Queue Panel for real-time insights into call activity and agent performance, and manage queue call records using the Queue Call Logs feature on the Cloud One Mobile Client.

Wallboard Overview

The Wallboard allows you to easily view real-time information related to queues.

Note: Wallboard is only available for call center manager, and specific agents who have been granted permission by system administrator.

What you can do on Wallboard

As a queue manager, you can quickly access all the important information about your queues in real time on Wallboard. Yeastar Wallboard drills down into your queue's daily, weekly, or monthly performance, providing an insight into call volumes, response rates, service level, and more.

You can display wallboard for each queue independently as needed. With a Wallboard displayed on a TV or a dedicated "wallboard", queue agents should be able to understand their performance at a glance. In this way, agents are continuously up to date with service level agreements and daily targets, which increases efficiency and workload output.

Queue Panel Overview

What you can do on Queue Panel

With an easy-to-use interface on Cloud One Business Communication Suite Queue Panel, you can view call statistics, change agent status, manage queue calls quickly and efficiently, and manage processing status of missed or abandoned queue calls.

  • View call statistics of each queue and each agent.
  • Change agent status in the queue, including login, logout, pause, and unpause.
  • Manage queue calls:
    • Call distribution: Redirect incoming calls, and transfer calls.
    • Call connection: Pick up ringing calls, and hang up calls.
    • Call parking: Park calls.
    • Call recording: Monitor and switch recording status.
    • Call monitoring: Barge in a call, listen to a call, and whisper to a call.
  • Manage processing status of missed or abandoned queue calls, including not deal, dealing, and dealt