Empower supervisors by giving them the tools that will make their job easier so their team of agents can focus on serving customers. Coral Active’s Supervisor Tools optimizes your team’s performance and gives you insights in real-time.
Distribute work items directly, such as back office activities and customer call backs.
Team Chat Capabilities
Capability for group chat
Direct supervisor to and from agent chat
Observe and Coach
Monitor and control agent status and performance statistics in real time.
The Activity Manager tab allows supervisors to oversee and direct agent activities. The panel on the right is the agent activities table. The organization of the table will change when various sorting criteria are applied.
Activity Manager Reports
The Coral Active Supervisor tool provides sophisticated functions for monitoring agent activities data. The data collated to generate reports is configurable, and as such, each setup may produce different reports than what is demonstrated within this document
Agent Activities Tracker
The Agent Activities tab provides supervisors with an easy to use activity schedule. Agents are listed on the left of the table, and their current status is signified by the green or grey icon beside their name.