Real-time streaming analytics is built into the new supervisor application. An advanced streaming engine keeps metrics up to date with near-instant updates, allowing supervisors to view the latest data without refreshing the dashboard.
Key capabilities include:
Continuous, streaming dashboards: Monitor mission-critical KPIs such as queue backlog, service level, abandon rate, and representative presence in near real time. Visual alerts highlight anomalies as they occur.
Full-screen wallboards: Display live metrics on high-resolution monitors across the contact center floor, providing teams with a shared, at-a-glance view of performance.
Drill-down analytics: Navigate from high-level summaries to detailed queue-level and representative-level views to analyze performance and identify issues.
Queue & Representative-level insight: Evaluate live indicators such as Queue backlog, Longest wait time, representative presence status and their available capacity, along with performance metrics like average speed to answer and conversations handled over time.**: Evaluate live indicators such as presence status, available capacity, and conversations handled over time.
Immediate corrective actions: Respond to performance changes in real time by moving representatives across queues, updating presence, skills and capacity profiles.
In-context conversation management: View conversation details and take action directly from the dashboard, including assigning or transferring conversations.
Self-service metrics: Monitor self-service effectiveness in real time with visibility into containment, escalation, and customer interaction trends.
Configurable metric thresholds: Configure custom thresholds for key metrics and automatically highlight At Risk and Critical conditions through color-coded indicators.
GA date: October CY2026