Altitude uSupervisor

Altitude uSupervisor is a state-of-the-art supervision and management tool that manages, monitors, and allows real-time, as well as historical, reporting of multimedia customer interactions.

Altitude uSupervisor makes superior service a reality by giving organizations the power to manage all the customer interactions – voice, e-mail, Web collaboration and Web chat, fax, SMS, Voice Over IP (VOIP), and Voice Portal or Interactive Voice Response (IVR) units.

Unified management

  • Multimedia queue – universal queue for all channels
  • Single point of configuration
  • Unified monitoring and reporting for multimedia contact centers

Real time and historical reporting

  • Customizable reports
  • Scheduled production printout of reports
  • Web and Email publication of reports

Online monitoring

  • Notifications in real time
  • Real time campaign management
  • Online monitoring
  • Drill-down granularity to agent and interaction

Customization based on profiles

  • Definition of priorities for all interactions
  • Definition of profiles and privileges
  • Higher effectiveness with customization for each agent

Altitude uSupervisor also allows organizations to comprehensively set up and manage the contact centre software.

Altitude uSupervisor can be used to access several sites or contact centers simultaneously in different locations. Using Altitude uSupervisor, the contact centre manager can create and configure campaigns, switch gateways, skill profiles, alarms, agents, teams, contacts, schedules, calendars and dial rules.

One of the major challenges for the contact centre is real time monitoring. Real time monitoring allows supervisors to make performance decisions and system administrators to define the execution of automatic operations.

Altitude uSupervisor has several types of real time information, such as plot graphs, bar charts, evolution graphs, pie charts, and plain displays. Real time information can also be seen in the form of alarms or can trigger automatic operations, allowing the supervisor to make changes on the fly.

Highlights

  • Unified management
  • Real time and historical reporting
  • Online monitoring
  • Customization based on profiles