Product FAQs

Supervisor Workspace is NiCE’s solution designed to give supervisors a unified view of agent activity and performance. It provides real-time dashboards and tools that enable effective monitoring, proactive coaching, and data-driven management of contact center teams.

How does Supervisor Workspace work?

Supervisor Workspace uses real-time analytics and AI to:

• Display live agent performance metrics and KPIs in one dashboard
• Monitor ongoing interactions across voice and digital channels
• Identify coaching opportunities using performance trends and insights
• Facilitate immediate feedback and support for agents in real time

What are the benefits of Supervisor Workspace?

Supervisor Workspace helps supervisors lead more effectively by:

• Providing full visibility into agent productivity and quality
• Enabling proactive coaching and real-time intervention during calls
• Streamlining performance management in a single, intuitive interface
• Supporting data-driven decisions to optimize team efficiency

How does this improve customer experience?

With better agent oversight and timely coaching, supervisors ensure higher-quality interactions, reduced errors, and faster resolutions, all of which improve overall customer satisfaction.

How does this create a NiCE world?

In a NiCE world, supervisors have the tools they need to lead empowered, high-performing teams. Supervisor Workspace turns oversight into actionable support that drives both agent success and exceptional customer service.

Create a connected world, where intelligent oversight improves both employee performance and customer experiences.

See how it works in action

• Watch the demo
• Speak with an expert
• Explore the full solution
• Learn more about our AI platform
  
  

Products FAQs