Supervisor view

In the calendar, the supervisor sees the vacations and absences of all his agents. He can also impersonate any of his agents to see their calendar view with their schedules and alarms:

Note: To impersonate an agent, click on the Agent button and select the agent, from the drop-down menu.

SupervisorView_Home.png

Note: To know more about the OnePortal header, click here.

 The supervisor view is divided in:

 

On the supervisor's view menu you can perform the following actions:

 

Manage vacations days

On Vacations, the supervisor can create vacations requests, check the status of previous requests or check your vacations days used and available as well:

SupervisorView_Vacations.png

The Vacations pop-up window has four tabs:

  • Requests: You can manage the agent's vacations requests. 
    • The table has the following columns:
      • Name: The name of the agent to which the vacation request belongs.
      • Date: The date of the vacation.
      • Approved: The state of the vacation request.
      • Date of Request: The date when the vacation request was issued.
      • To be approved until: The time limit to make a decision on the vacation request.
      • Days left: The vacations days the agent has available.
      • Date Approved/Rejected: The date when the state of the request was changed.
      • Approved by: The supervisor who approved/rejected the request.
    • Upon selecting a vacation request, the following actions are available:
      • Approve: Aproves the vacation request. takes effect immediately.
      • Reject: Rejects the vacation request. Upon clicking reject, a pop-up appears:
        SupervisorView_Vacations_rejectreason.png
        • On the pop-up window:
          • Insert the reject reason.
          • Click SEND to proceed.
      • Pending: If a vacation request is accepted or rejected, you can revert it back to pending status.
  • Totals: Displays the vacation status of the agents:
    SupervisorView_Vacations_Total.png
    • The table has the following columns:
      • Name: The name of the agent.
      • Total Days: Vacations days aggregating the total vacation days plus extra vacation days.
      • T (Normal): Vacation days yearly available.
      • Ap (Normal): Days approved for vacation.
      • Pen (Normal): Days waiting approval/rejection by supervisor/administrator.
      • Av (Normal): Days available for requesting vacation days (the total days minus the approved and pending).
  • Automatic Vacations: Displays the list of agents with automatic vacations (extra vacations).
    SupervisorView_Vacations_automatic.png
    The table has the following columns:
    • Name: The name of the agent.
    • Holidays Date: The date the agent worked that motivated the automatic vacation.
    • Holiday Name: The name of the holiday the agent worked that motivated the automatic vacation.
  • My Vacations: Displays the supervisor vacations days.
    SupervisorView_Vacations_MyVacations.png
    • The table has the following columns:
      • Date: The date requested for vacation.
      • Approved: The request status:
        • Pending
        • Rejected
        • Approved
      • Approved by: The name of the person responsible for the vacation request decision (approved or rejected).
      • Vacation Reject Reason: The reason for rejecting the vacation request.
    • On this table the following actions are available:
      • Create: Create a new vacation request.
        SupervisorView_Vacations_Create.png
        • On the pop-up window:
          • Select the vacation type from the drop-down menu.
          • Insert the vacation start date, from the calendar.
          • Insert the vacation end date, from the calendar.
          • Click CREATE to apply changes and proceed.
      • Delete: Delete a pending vacation request.
      • Clear Rejected: Deletes the rejected vacation requests.

 

 

Manage absences

The absences list displays all agents missed schedules:

SupervisorView_Absences.png

On the table you have the following columns:

  • Agent: The name of the absent agent.
  • Type: The motive the agent was absent for.
  • Start Date: The first day the agent was absent.
  • End Date: The last consecutive day the agent was absent.
  • Description: A comment about the reason of the absence.
  • Creation Date: The date the entry was created.
  • Creator: The name of the supervisor that created the entry.

 

On the Absences pop-up window, the actions available are:

  • New: Create a new entry:
    SupervisorView_Absences_new.png
    • On the pop-up window:
      • Select the absence type, from the drop-down menu.
      • Insert an absence description.
      • Insert the start date from the calendar.
      • Insert the end date from the calendar.
      • Select if it is a partial absence or a full day absence.
      • Click NEXT to proceed:
        SupervisorView_Absences_new2.png
      • On the second pop-up window:
        • Drag and drop the agent(s) from the Available Agents to Added Agents.
          Tip: You can select the desired agents and click Homepage_newmonitor_button.png to move them to Added Agents or click Homepage_newmonitor_button2.png to add all available agents.
        • Click CREATE to apply the changes.
  • Update: Select an entry and update it:
    SupervisorView_Absences_update.png
    • On the update pop-up window:
      • Select the absence type, from the drop down menu.
      • Insert an absence description.
      • Insert the start date from the calendar.
      • Insert the end date from the calendar.
      • Select if it is a partial absence or a full day absence.
      • Click NEXT to proceed
        Note: The data previously inserted will be displayed.

 

Manage warnings and alarms

On the Warning and Alarms you have three menu options:

  • Configuration: Configure the tolerance for the alarms and warnings:
    SupervisorView_Warnings_and_Alarms_Configuration.png
    • The Configure Warnings and Alarms has two tabs:
      • Adherence Warnings:
        • On Enable Agent Adherence Warnings,  enable the warnings that compare the agents planned schedules to their real time schedules. These warnings will be shown on the schedule map.
        • Insert the time, in minutes, that a delay is tolerated.
        • Insert the time, in minutes, that working more than the scheduled work is tolerated.
        • Select if the warnings will be issued:
          • Based on Agent Readys: The system will compare the real time Ready/NotReady events to the planned data.
          • Based on Agent Logins: The system will compare the real time Login/Logout events to the planned data.
      • Alarms: 
        SupervisorView_Warnings_and_Alarms_alarms.png
        • On the Alarms tab:
          • Select if alarms are enabled or not.
          • Select if an alarm is issued when the agent is working in a period in which he's not scheduled to work.
          • Select if an alarm is issued when the agent is scheduled to work but he's not working.
          • Click OK to proceed.
  • Warning List: Displays the agent adherence warnings list:
    SupervisorView_Warnings_and_Alarms_WarningList.png
    • On the Warnings list table you have the following columns:
      • Date: The date of the warning.
      • Agent: The agent that received the warning.
      • Type: The type of warning: 
        • Delay
        • Duration
      • Duration: The working time (in minutes). in real time. 
      • Delay: How delayed was the from the working scheduled.
      • Duration Diff: The difference between the scheduled working time and the time the agent worked.
      • Justification: Select a warning and click Justify to insert a justification.
  • Alarm List: Displays the agent alarms list:
    SupervisorView_Warnings_and_Alarms_AlarmsList.png
    • On the Alarms list table you have the following columns:
      • Date: The date of the warning.
      • Agent: The agent that received the warning.
      • Duration: The scheduled workings hours.
      • Duration Diff: The missed working hours.
      • Type: The alarm reason.
      • Justification: Select a warning and click Justify to insert a justification.

 

Manage messages

On Messages, the supervisor can manage all communication addressed to him or by him. The Messages pop-up window has four tabs:

 

New

SupervisorView_Messages_new.png

On the New tab you can write a message to send to someone from the contacts list. You have the following fields:

  • Type: Select, from the drop-down menu, if the message is to be sent to:
    • Agent
    • Team
    • Service
  • To: Select whom the message is sent to, from the drop-down box. 
  • Subject: Insert the message title.
  • Message: Insert the message you want to send.
  • Send: Click SEND to send the message to the designated destination.

 

Received

SupervisorView_Messages_received.png

On the Received tab you can check the received messages. Selecting a message displays the message preview on the bottom of the pop-up window and allows the following actions:

  • Open: Open the full message on the pop-up window.
  • Reply: Allows replying to the message.
  • Delete: Delete the message.
  • Archive: Archives a message, removing it from the received messages list.
  • Filter: Select a start date and an end date to see only the messages from the designated time window.

 

Sent

SupervisorView_Messages_sent.png

On the Sent tab you can check the messages you sent. Selecting a message displays the message preview on the bottom of the pop-up window and allows the following actions:

  • Open: Open the full message on the pop-up window.
  • Delete: Delete the message.
  • Filter: Select a start date and an end date to see only the messages from the designated time window.

 

Archive

SupervisorView_Messages_archive.png

On the Archive tab you can check the messages you archived. Selecting a message displays the message preview on the bottom of the pop-up window and allows the following actions:

  • Open: Open the full message on the pop-up window.
  • Delete: Delete the message.
  • Move to inbox: De-archives the message.
  • Filter: Select a start date and an end date to see only the messages from the designated time window.

 

Manage trades

When two agents agree on a shift exchange, their supervisor is notified and the exchange can be rejected by the supervisor during the defined rejection period (defined as the "Maximum Days for Supervisor Rejection" rule in the Business Rules in the OneBackoffice module). If no supervisor rejects the exchange, it will be automatically approved.

Note: In the toolbar, when there are new notifications pending, a counter Trades_icon.png appears near the Trade button. 

The Trades pop-up window has three tabs:

 

Concluded Trades

SupervisorView_Trades.png

In the Concluded Trades tab, the supervisor sees the concluded trades for his agents. On the Concluded Trades you have the following columns:

  • Read: Indicates if the trade has been seen (marked as read) yet by the supervisor.
  • Type: Indicates if the trade is a shift trade (same day with other schedule) or a day trade (different day).
  • From Agent: The name of the agent that originated the trade.
  • To Agent: The name of the agent that accepted the trade.
  • Day Sent: The days that was sent to trade.
  • Day Received: The days that was proposed to change. If it's the same day it's a shift trade.
  • Info: Shows the schedules that were traded.
  • Status: Indicated that the trade was approved by both agents.
  • Supervisor Approved: Indicates if the trade was approved (default) or actively rejected by a supervisor.
  • Approved date: Indicates the date when the trade was rejected/approved.
  • Rejected by: Indicates the name of the supervisor who rejected\approved the trade.

 

Selecting a trade the following options are available:

  • New: Directly create a schedule trade between two agents:
    SupervisorView_Trades_new.png
    • On the pop-up window:
      • Select an agent from the drop-down menu.
      • Select a day for trade, from the calendar.
      • Select another agent, from the drop down-menu.
      • Select a day for trade, from the calendar.
      • Click TRADE to apply changes.
  • Mark as read: Check the unread trade message as read.
  • Accept: Confirm the trade.
  • Reject: Reject the trade.
  • Revert to pending: Revert a confirmed trade to pending.

 

Available Trades

SupervisorView_Trades_list.png

On the Available Trades tab, you see the trades proposed by agents. You can delete a trade request:

  • Select the desired available trade.
  • Click on DELETE.

 

 

Trade History

SupervisorView_TradesHistory.png

On the Trade History tab, you see the trades managed.

 

 

Manage schedule constraints

The agent can request a schedule constraint for a specific day (Constraint, constraint within the day or Leave, a day constraint). The request must be approved by one of the agent's supervisors in order to be taken into account when the plan for the month that contains the constraint is generated. On Schedule constraints, you have two tabs:

 

Leave/Constraint Requests

SupervisorView_Constraints.png

You can approve or reject the constraints submitted by agents:

  • Select the desired constraint.
  • Click on APPROVE to accept it or REJECT to deny it.

 

All Constraints

SupervisorView_ConstraintsAll.png

On All Constraints tab, you can see the constraints managed per agent (you can also filter by service, team or shift) or you can create a new constraint for the chosen agent. 

Selecting a constraint you can;

  • Delete it, clicking on DELETE.
  • Update it, on the right side of the pop-up screen:
    • If the constraint is within a shift, insert the constrained hours (from, to).
      Note: Click on SupervisorView_ConstraintsAll_copy.png to replicate the from and to inserted hours to the other days.
    • Click UPDATE to apply changes.

 

Manage reporting

On this section you will find the customized reports configured on OneBackoffice.

 

Manage options

On Options you can manage the Intra-day Time Range (the time interval to be displayed):

SupervisorView_ConstraintsAll_intraday.png

On the pop-up window:

  • Insert the desired hours on From and To.
  • Click OK to apply changes.

 

 

Calendar

In the Calendar, the supervisor sees the vacations and absences of all his agents.

Note: The Calendar view can be swapped by the KPIs view or Schedule view by clicking on the KPIS or SCHEDULE button.

SupervisorView_Calendar.png

The Calendar displays the the data by month, by week or by day, according to what is selected on the Calendar View Type buttons, on the top-left side of the screen.

The displayed information, on the Calendar, is:

  • Available Agents
  • Users Working
  • Absences
  • Constraints
  • Trades (pending)
  • Alarms
  • Vacations:
    • Pending
    • Rejected
    • Approved
  • My Vacations:
    • Pending
    • Rejected
    • Approved
Note: Click on a calendar item to display the list of the agents associated with the item in question.

 

KPIs

SupervisorView_KPIs.png

The chart will display the ranges defined in the Range Selector. The available KPIs are:

  • Offered - The number of interactions offered to the agent.
  • Answered - The number of interactions answered by the agent. 
  • Abandon - The number of interactions abandoned by the agent.
  • Rejected - The number of interactions rejected by the agent.
  • Average Speed of Answer - The average time that an interaction waits until being answered.
  • Average Service Time - The average service time (alerting time + connected time + wrapup time) of the interactions.
  • Average Setup Time Connected Calls - The average handling time (preview time + alerting time + available time) for Connect calls
  • Average Setup Time to Failed Calls - The average handling time (preview time + alerting time + available time) for Failed calls.
  • Average Setup Time to Business Outcome Call - The average handling time (preview time + alerting time + available time) for Business Outcome calls.
  • Average Talk Time - Average time of the interactions.
  • Average Wrap-Up Time - The average time the agent takes to wrapping up the interaction.
  • Average Handling Time RBOPC - The average handling time (busy time + wrap up time) for Right Business Outcome Party Connected calls.
  • Average Handling Time RPC - The average handling time (busy time + wrap up time) for Right Party Connected calls.
  • Average Handling Time WPC - The average handling time (busy time + wrap up time) for Wrong Party Connected calls.
  • Average Handling Time WBOPC - The average handling time (busy time + wrap up time) for Wrong Business Outcome Party Connected calls.
  • Conversion Rate - The Conversion Rate is calculated by dividing the number of RBOPC calls by the number of RPC calls.
  • Dial Rate - The Dial Rate can be calculated by dividing the number the RPC calls by the total number of interactions.
  • Failed Calls - The number of Failed Calls.
  • Productivity -  The number of success interactions.
  • Productivity Secondary - The number of success interactions with successful party connect.
  • Right Business Outcome Party Connect - The number of calls Connected to the
    Right Party and with a successful Business Outcome.
  • Right Party Connect - The number of calls Connected to the Right Party.
  • Score - KPI to evaluate agent performance.
  • Wrong Party Connect - The number of calls Connected to the Wrong Party.
  • Wrong Business Outcome Party Connect - The number of calls Connected to the Right Party and with a failure Business Outcome.

 

 

Schedule

SupervisorView_Schedule.png

The schedule map window contains the agents as well as their schedules and breaks. It has a toolbar and a schedule area.

A schedule entry contains the start time and end time of the entry and its color reflects the service.

Note: In a multi-service environment, the entry color reflects the average color of the services where the agent is working.

 

Type of entries:

  • Break Entry - Represents a break (between schedules) for an agent.
  • Vacation Entry - Represents an agent in vacation for that day.
  • Absence Entry - Represents that the agent is in a planned absence for that day.
  • Constraint Entry - Represents that the agent has a day constraint in that day (the agent has a leave on that day due to a constraint). Constraints are different from Absences in the way that they represent permitted leaves (that do not count for the number of working days of the agent).

 

On the top menu bar:

  • Toolbar_shifts.png - Shifts filter: Apply a filter to see only the agents and schedules that are operating in a specific shift.
  • Toolbar_teams.png - Teams filter: Apply a filter to only see the schedules of the agents belonging to a specific team.
  • Toolbar_services.png - Services filter: Apply a filter to only see the agents and schedules that are working in a specific service or services.
  • Toolbar_search.png - Search box: Search for an agent using any part of its name.

 

The schedule area contains the following:

  • ScheduleArea_goto.png - Go to date box: Select a date and instantaneously go to that day on the schedule map.
  • ScheduleArea_sort.png - Sort schedule: Sort the agents by login time in a given day.
  • ScheduleArea_move.png - Timeline scrollbar: Use the scrollbar to scroll through the scheduled days.
  • ScheduleArea_view.png - View Type button: Choose between viewing the schedule in an collapsed or expanded view.
  • ScheduleArea_zoom.png - Period selector: Select, from 1 to 7, the number of schedule days displayed in each schedule page (controlled by the Timeline scrollbar).