Supervisor
A Supervisor is a user who oversees a call center and manages specific configuration settings for the call center and Call Queue in Teams.
Supervisors:
- Are granted access by the admin to make updates such as modifying greetings, voicemail prompts, call routing flows, business hours, and other queue or attendant behavior. If you supervise a Call Center and do not have supervisor access, please open a Support Ticket.
- Use the Teams desktop client or Queues app to manage settings like greetings, queue membership, routing rules, and can access real-time and historical call metrics.
Queues App
Centralized queue management dashboard
Real-time agent status monitoring
- Wait time analytics - Receive notifications when queues exceed wait time thresholds, agents become unavailable, or service levels drop below targets.
- Historical reporting and trends - Access comprehensive reporting including call duration, abandon rates, and service level metrics. Export data for deeper analysis and performance tracking.
- Integration with Teams presence indicators