Consilium UniSupervisor™ - Supervisor Experience Cisco Webex Contact Center
UniSupervisor is a supervisor desktop / management tool offered by Consilium Software. Its is designed to allow supervisors to monitor, control, and manage contact center operations (agents, queues, workflows, Calls, Reports) from a unified interface.
It is part of Consilium’s Management Suite / contact center product family, tightly integrated with other Consilium modules (campaign, provisioning, analytics), UCCE/X and the Webex Contact Center environment.
UniSupervisor is a supervisor desktop/management tool designed to control and manage contact center operations from a single interface.
It allows supervisors to manage agents, queues, workflows, calls, and reports.
It features a Supervisor Dashboard to monitor key operational metrics and performance.
Supervisors can silently listen to live agent calls to assess quality and provide support.
The tool enables Call Barge-in, allowing the supervisor to join a live customer call for escalation or assistance.
Supervisors have the ability to remotely change an agent's state (e.g., Ready/Not Ready) or force a logout for efficiency management.
It includes tools for team announcements (messaging) and Supervisor-to-Agent Chat for real-time, discreet guidance.
It generates various Customer Reports (Agent, Calls, Queue) for workforce planning and management reporting
It offers Call Recording and Playback features, filterable by team/agent, and includes Call Scoring Options for structured evaluations.
Contact us to explore how UniSupervisor can enhance your customer service strategy and drive performance
