Supervisor experiences

Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Note

These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for Dynamics 365 for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Supervisors need to monitor, manage, and ensure agents remain highly productive for customers to receive excellent support. To manage the agent workforce and the volume of customer requests being handled each day, supervisors require intraday monitoring capabilities.

Supervisor experiences offer several capabilities that enable supervisors to effectively manage the agent workforce, monitor intraday KPIs on agent productivity, and contact center operations to take prompt corrective action.

Unified views for different roles

Supervisor experiences offer relevant and contextual information that caters to the entire organization hierarchy, spanning agent managers, operations managers, and all-up organization heads.

Intraday health tracking

Supervisors can track parameters such as conversations handled, average handling times, and so on to track and monitor agent productivity and performance throughout the day.

Real-time conversation monitoring

Supervisors can track conversations and assist agents in resolving the issues in real time.

Consult

Supervisors can step in to help agents during their conversation with customers. The supervisor can converse with only the agent or with the agent and the customer.