Supervisor tools for contact center monitoring

Track KPIs, monitor agent performance,  improve customer interactions, and streamline business operations with RingCentral CX Solutions.

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A supervisor looking at inbound agents score in the RingCentral app on his laptop
A supervisor looking at inbound agents score in the RingCentral app on his laptop

Plan, observe, and manage your cloud contact center solution

Uncover patterns and relationships in your customer base and your workforce through predictive data mining unified on a single, integrated application. Discover up-to-the-minute metrics and key performance indicators (KPIs) on a customizable dashboard and data platform to better inform business-critical decisions for contact center management. Utilize both predefined and custom reports to share analytics with your team and stakeholders for measurable change.

Boost agent productivity with a configurable supervisor dashboard

Get a pulse of how each agent is performing. Identify potential issues by analyzing metrics, such as caller interaction duration, state duration, or number of active customer interactions.
The performance monitoring dashboard of the RingCentral app
The performance monitoring dashboard of the RingCentral app
A female agent engaged in a call

Coach agents through challenging customer service interactions

Provide contact center managers and supervisors with monitoring tools to help agents deliver the best possible customer experience and ensure complete customer satisfaction. Use silent monitoring to gauge the health of conversations. Give agents real-time guidance in handling difficult interactions with whisper coaching, or use barge-in to join the agent and customer.

Monitor KPIs in real time

Easily configure real-time dashboards with defined actions based on KPI thresholds and performance. Choose from available metrics such as talk time, agents available, or phone calls in queue.
A man looking at his laptop with an insert of stats of longest wait time and calls in queue
A man looking at his laptop with an insert of stats of longest wait time and calls in queue
The intelligent scoring dashboard displayed while a female agent is engaged in a call
The intelligent scoring dashboard displayed while a female agent is engaged in a call

Leverage automation and get a complete view of agent performance

On average, supervisors review around 1 to 2% of call recordings. With AI Quality Management, however, supervisors can see AI-powered scoring of every agent-client interaction. They can easily identify top and bottom performers and create personalized training plans to meet customer support needs and expectations and drive better customer experiences.

Gain more insights with speech analytics technology

Dig deeper into your company’s contact center performance by analyzing the words, phrases, and even tone used when interacting with customers. Discover trends and areas of opportunity by analyzing all recorded calls. Get valuable information that helps you provide targeted coaching and feedback to your agents.
The sentiment analysis feature in use during an ongoing call in the RingCentral app
The sentiment analysis feature in use during an ongoing call in the RingCentral app

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