Supervisor Experience
Role:
Supervisor
License:
Moments™
Supervisor tools help you coach your team more effectively and analyze agent performance. Use these guides to understand how to monitor agent activity, review coaching opportunities, and leverage analytics to improve team outcomes.
How-To Articles
Customize coaching content for your supervised teams to match their specific needs
Identify which notifications correlate with positive call outcomes to optimize your coaching strategy
Understand how agents engage with notifications and identify coaching opportunities
Monitor whether agents are following compliance requirements and completing required checklists
Measure how etiquette notifications influence conversation behavior and coaching effectiveness
Review when Moments™ notifications were triggered during conversations to understand agent coaching patterns
What are Supervisor Tools?
As a supervisor, Moments™ provides you with powerful tools to:
- Monitor agent performance in real-time during live calls
- Review coaching opportunities and agent responses to notifications
- Analyze team analytics to identify trends and improvement areas
- Manage team notifications to ensure consistent coaching across your team
- Track compliance and best practice adherence
Supervisor Capabilities
With a Moments™ license and Supervisor role, you can:
- Create and manage notifications for your supervised teams
- View reports and analytics for the teams you supervise
- Monitor real-time activity during live calls
- Review historical performance data
Accessing Supervisor Tools
You can access supervisor features through:
- Moments™ Console - For managing team notifications and viewing analytics
- Reports and Dashboards - For detailed performance analysis
Next Steps
- Learn how to manage notifications for your team
- Explore real-time coaching reports
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