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Nextiva Unity Supervisor interface

Nextiva Unity Supervisor is a powerful reporting and management application that provides supervisors relevant, real-time data, such as the total number of calls in queue, wait time, and available agents.

Users can also select Escalate to first supervisor (Standard Escalation) or Instant conference/emergency escalate to first supervisor (Emergency Escalation) to escalate the call to the first available supervisor.

Nextiva Unity Supervisor Download

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22 Call Center Reports Call Center Activity: The report provides information related to how calls are handled by call centers once they have been queued. This report can be shown in several formats, including pie chart, bar chart and a table format. Each will show slightly different information but you will see a summary in the table format. You will see: Calls Queued- numbers of incoming calls that were queued Calls Escaped- number of calls removed by the caller dialing an escape key Calls Abandoned- number of calls removed by the caller hanging up while waiting in queue Calls Presented- This is the number of calls that were offered to an agent, which were either bounced, answered, or overflowed after being offered. Calls Answered- number of call answered by an agent Calls Answered in %1% sec - This is the number of calls that were answered by an agent within %1% seconds. % Calls Answered in Service Level - This is the percentage of queued calls that were answered by an agent within the service level specified in the report request. The determination of the type of calls that are counted as queued calls for this calculation depends on the input parameters to the report request. % Answered Calls Answered in Service Level - This is the percentage of answered calls that were answered by an agent within the service level specified in the report request. Calls Overflowed (Time) - This is the number of calls that were removed from the queue as a result of triggering the Overflow Time policy. Calls Bounced- This is the number of calls presented to agents that bounced and remained in the queue. NOTE: If the context is the Simultaneous Distribution policy, a call may be offered to multiple agents simultaneously. Such a case is counted as a single call offer, and consequently, a single call bounce if none of the alerted agents answered the offered call. Calls Bounced (Transferred) - This is the number of calls that were transferred out of the queue as a result of triggering the Bounced policy. Calls Transferred- This is the number of calls that were transferred out of the queue by supervisor action. Calls Stranded- This is the number of calls that were removed from the queue as a result of triggering the Stranded policy. Calls Stranded (Unavailable) - This is the number of calls that were removed from the queue as a result of triggering the Stranded (Unavailable) policy. Page 22 of 24

Setting Up Global Navigator Alerts The Alerts feature allows the Global Navigator Administrator to set up warning levels to indicate to the supervisor or manager split and/or agent conditions that may

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Use Cases: Contact Centers looking for On-premise remote silent monitoring and coaching options where supervisor can dial into the IVR remotely and allows him to monitor based on agent ID, or they can select a specific skill / PQ or an agent team. Supervisors looking to monitor agents based on built-in-bridge (BiB) or non- BiB methods using trunk-side monitoring where SIPREC is used for duplication of media at the Cisco CUBE, such as when using Jabber over MRA.) ff782bc1db