OneSupervisor is a web application for contact center instance-level administration, supervision and monitoring. OneSupervisor provides real-time statistics on agents, services and teams. The application also enables the configuration of a contact center instance: inbound and outbound services definition, business administration, contact management, routing scripts configuration and instance configuration parameters.
- Not Ready Reasons
- Day Sets
- Routing Scripts
- Address Types
- Contact Rules
- Component parameters
- Media Management
- Standard views
- Custom views (editor and runtime)
- Interactions History
- Reporting (Standard and Custom)
- Call Volume
- Contact List Management
- Contact List setup – metadata
- Import Contacts
- Queue Monitor
- Manage Contacts
Relations with other modules
- OneSupervisor (client) – OnePhone: launch OnePhone using the COM interface; set’s the supervisor extension.
- OneSupervisor (client) – OneSupervisor (server): standard client/server HTTP connection.
- OneSupervisor (client) – SiteWebAccessor: depending on the recordings and web client location, the client connects to the SiteWebAccessor to stream the audio recordings.
- OneSupervisor (client) – Proxy Viewer: used to view screen recordings; Proxy Viewer connect then to the Proxy Networks Gateway to stream the recording.
- OneSupervisor (server) – BaseService: get configuration and location information.
- OneSupervisor (server) – ServerManager: to perform agent and service operations (set ready/not ready, start/stop services).
- OneSupervisor (server) – StatisticsServer: to get the contact center statistics shown in the monitoring screens.
- OneSupervisor (server) – Notifier: send notifications.
- OneSupervisor (server) – SiteWebAccessor: to get the audio recording files.
- OneSupervisor (server) – OneContact WebServices Host: to get OneXml scripts and configuration.
- OneSupervisor (server) – Provisioning Database: read and write provisioning information.
- OneSupervisor (server) – Reporting Database: read reporting information.
- OneSupervisor (server) – Logging Database: to register auditing events.
- OneSupervisor (server) – Microsoft Reporting Services: to show standard and custom reports.
- OneSupervisor (server) – Microsoft Message Queue: used when the reporting database is not accessible to temporarily store reporting information.
- SiteWebAccessor – File System Storage (Recordings): to read recording files from the file system.
Performance & Scalability
- OneSupervisor scales horizontally by adding more machines to a load balancing web farm.
- The OneSupervisor CPU usage is affected by the number of connected users, instances (hosting), number of logged agents and started services.
- The OneSupervisor memory usage is affected by the number of connected users, instances (hosting), number of logged agents and started services.
- N + 1 redundancy.
- OneSupervisor is a web application; there’s no client side installation.
- Requires flash player.
- OneSupervisor server is deployed in IIS.