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Page 30 | Supervisor Management Page 31 | Supervisor Management
SMC cockpit Skill Matrix Benefits
With the SMC cockpit, the supervisor has an overview of all cur- Via the skill matrix, the skills (attributes) of each agent including • Clear user-interface specially tailored to the needs of
rent switching states across the input channels within his area of competence level can be adjusted. There are two types of attribu- supervisors.
responsibility. Intuitively with only one click, they can influence tes: • User-friendly management of configurations without Supervisor Management console demo
and change the opening hours, call flow switches or also thres- prior technical knowledge.
hold values in the call flow. In this way, the supervisor can react • Boolean attributes: these attributes have only two values (true • Browser-based application, without significant
quickly to unforeseen events without having to call the internal and false). installation effort.
helpdesk first. • Proficiency attributes: these attributes have a skill level from 1 • Authorization concept (multi-client capability).
(beginner) to 10 (expert). • Language module for different languages.
• IVR announcement system incl. time control of self- Video
Announcement management In order to ensure an overview for larger teams, the skill matrix recorded announcements and/or announcement
can be narrowed down accordingly via upstream filters and arran- selection from an announcement library.
Announcement management provides the supervisor with two ged clearly according to requirements. Mass reskilling is both • Maintenance of opening hours and holidays.
administrative options. First, an arbitrarily expandable library of quick and straight-forward. The default settings can be saved in • Multi-time zone support for international companies.
predefined announcements that can be assigned and played order to be able to react quickly in emergency situations and also • Agent skill matrix for a fair distribution of customer
via the SMC at previously defined points in the business flow. to quickly return to the initial settings. requests.
Second, the announcements manager provides the supervisor • Various switches to influence CCE call flows (e.g. alarm
with the option of making and adapting announcements via For more information, please visit our product page. control, team meeting, size of queues or waiting times,
the telephone if they are required at short notice. overflows).
Germany: +49 6251 8622 500 | Switzerland: +41 31 917 52 00 | USA: +1-800-917-9060 www.bucher-suter.com | marketing@bucher-suter.com | © 2021 Germany: +49 6251 8622 500 | Switzerland: +41 31 917 52 00 | USA: +1-800-917-9060 www.bucher-suter.com | marketing@bucher-suter.com | © 2021
