Mobile supervisor app released

Interactive Intelligence has released its mobile ‘Interaction Supervisor iPad Edition’ application.

The application runs on an iPad or iPad mini, giving contact centre supervisors and managers greater mobility for improved quality assurance.

The ‘Interaction Supervisor iPad Edition’ offers mid-size to large contact centres the following:

• Configurable dashboard that gives supervisors wireless access to real-time speech analytics scores and statistics, as well as service levels by workgroup, queue, agent and interval.
• Real-time alerts that notify supervisors when pre-determined performance thresholds have been exceeded, such as average hold time.
• Agent locator display that shows supervisors where agents sit, agent status (e.g. “At Lunch”, “In a Training Session”, etc.), agent photos, and agent skill-sets.

“We designed Interaction Supervisor iPad Edition to help supervisors react more quickly to agent and customer issues wherever and whenever,” said Joe Staples, Chief Marketing Officer at Interactive Intelligence. “Faster decision-making based on detailed, real-time statistics means organisations can further improve their customers’ experience – and that’s what we’re all about.”

Interaction Supervisor iPad Edition is part of the company’s all-in-one IP communications software suite, Customer Interaction Center (CIC). CIC provides a wide range of multichannel communications applications for contact centres and enterprises, and can be deployed via the cloud or on-premises.