Supervisor Panel: User Guide

Typically, the work of a call center involves at least several operators and one shift supervisor or senior manager. To improve the efficiency of calls processing, the company sets up queues — special destinations for incoming calls that have extensions. One can dial it directly, or the call will be redirected there after a person listens to an IVR message and selects an appropriate item from the menu.

The Supervisor Panel app is created for managing queues, as well as for guiding the work of the whole call-center. The head of the call-center or shift supervisor can check the current status of a particular operator, assign him or her to a particular call group or queue, assign him or her with another line or remove them from it, set an employee on pause, transfer a call to a specific employee, listen in any ongoing conversation, and check the statistics for the whole call-center.

Network configurations

How to install the app

1. Install the application Supervisor Panel in Bitrix24. Give permissions for the app to access the Users and the Data Storage.

• The app has demo-mode that works without connection to your PBX and lets you get acquainted with the app.

2. Create AMI user, set full rights for reading and recording.

3. In Supervisor Panel's Settings insert:

• FreePBX address in free.pbx.host:5038 format;

• AMI user's login;

• AMI user's password.

Access permissions

At the Access permissions tab, you can create various roles and assign them with some specific functions. For example, Administrator should be able to perform all actions from the list, Supervisor — all except editing roles, Senior Shift Operator — pause and unpause not only oneself but all other operators, while Operator can do that only for himself.

To add a new role, click the "Add role" button, and select necessary fields. Save the settings. Next to each role, you will see a plus sign. Press it and add users from Bitrix24. The users do not get filtered in any way, thus you need to select only those who belong to the call center.

Don't forget to check the box "Display as a separate group" so that the role you have just created should appear in the general list at the Control Panel tab (see the screenshot above).

After setting up roles and users, you can proceed with using the app as intended.

Managing the call-center

At the Control Panel tab you can see the groups of users configured at the Access Permissions tab.

You can set up one or several supervisors and give them different rights.

Active users are those whose telephones are connected to PBX. Inactive users are those whose numbers are connected to PBX but that are currently in the off mode.

Please note that the app works fine even if the call center employees have no personal accounts in Bitrix24. If an employee has only a number connected to PBX, for instance 5001, in the Supervisor Panel app he will be called "5001 5001". If an employee has a personal account with the corresponding extension in Bitrix24, the app will get his name from Bitrix24 and substitute it to the user name, making it "5001 John Smith".

If the supervisor has enough rights, he can add an operator to a certain queue or remove him from it*. For example, you have two queues: specialists working with the first one take orders, and those working with the second one document returns. If you see that the load on the first queue has increased disproportionately, you can invite specialists from the second queue to join it.

*Only dynamic agents can be added or removed from the queue. Whether the agents are static or dynamic is configured in Asterisk.

Also, as seen in the screenshot above, you can listen in any conversation, join it, couch an operator or transfer the call to any other operator simply by clicking the number.

An operator can work simultaneously with several queues. If you do not want to remove the operator from the queue, but you do want to suspend the flow of incoming calls from it, click on the queue and select Pause.

If an operator works with just one queue, you can pause his whole work by pausing the queue. To unpause an operator or a queue, click on the queue and select "Remove pause".

Statistics

On the right panel, you can see the statistics on the queues and participating operators. Also, there you can change the queue name. All changes will be immediately reflected on the user panel.

On the Users tab, you can see who is currently working and who is on pause.

At the statistics tab you can see all information regarding the calls: how many of them are pending, how many have been finished or cancelled. Also, you can check the average time the client waits on the line and the average duration of the call.

For those who are just looking into CRM solutions and ways to automate the current business processes, we'd like to remind that the Supervisor Panel app is designed specially for Bitrix24 and it works only in conjunction with an active Bitrix24 portal.

If you do not have Bitrix24, it is not a problem :). Register your Bitrix24 for free and test the app in demo mode.

You can order the app right on our website. If you have more questions regarding the app, text us in Chat, and we'll be happy to help you.