What is Supervisor Dashboard in SAP CRM-CCI - SAP Contact Center?

SAP Term: Supervisor Dashboard

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A web-based tool for supervisors to monitor contact center activities.

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• Key Concepts: 
  The Supervisor Dashboard is a component of the CRM-CCI SAP Contact Center. It is a web-based tool that provides supervisors with real-time visibility into the performance of their contact center agents. The dashboard displays key performance indicators (KPIs) such as average handle time, customer satisfaction scores, and agent availability. It also provides supervisors with the ability to monitor agent activities, such as call recordings and chat transcripts. 
  
  How to Use it: 
  The Supervisor Dashboard can be accessed through the SAP Contact Center web portal. Once logged in, supervisors can view the dashboard and its KPIs. They can also drill down into individual agent performance metrics and view call recordings and chat transcripts. Supervisors can also use the dashboard to assign tasks to agents and monitor their progress. 
  
  Tips & Tricks: 
  To get the most out of the Supervisor Dashboard, supervisors should set up custom KPIs that are tailored to their contact center’s specific needs. This will allow them to track performance more accurately and identify areas for improvement. Supervisors should also take advantage of the dashboard’s reporting capabilities to generate detailed reports on agent performance. 
  
  Related Information: 
  The Supervisor Dashboard is part of the CRM-CCI SAP Contact Center suite of products. Other components include an Interactive Voice Response (IVR) system, an automated chatbot, and a customer relationship management (CRM) system. All of these components work together to provide a comprehensive contact center solution for businesses.