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Supervisor Workspace

Supervisor Workspace for CX

Empower supervisors, supercharge team success.

Drive smarter, data-driven decisions, streamline workflows, and improve team outcomes with a dedicated workspace for supervisors.

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Agent management made simple.

Master CX

Empower supervisors to reach key business objectives and enhance team performance.

Be Everywhere

Get a bird’s-eye view of all skills, agents and contacts for real-time insights across all channels.

Empower Agents

Cultivate a positive work environment where agents are successful and satisfied with their work.

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Boost supervisor efficiency.

Designed with your supervisors in mind, CXone Mpower offers business-critical analysis across all digital and voice channels. Supervisor Workspace is the one-stop-shop where data becomes decisions, with KPI tracking, agent monitoring, CX risk alerts, ad-hoc performance evaluations, and real-time AI-based insights. Supervisors are empowered to take efficient and decisive action, including preemptive steps in response to emerging customer dissatisfaction. Supervisor Workspace also supports operations in third-party ACD environments, giving organizations flexibility to retain existing telephony platforms while benefiting from a unified and streamlined workspace.

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Be where you're needed most..

Monitor, join, coach or take over an interaction whenever necessary, for both voice and digital channels.

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Step change your supervisors.

Successful supervisors drive successful agents. Discover how to utilize Supervisor Workspace to cultivate high-performing teams and establish new benchmarks in customer experience (CX).

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The supervisor you wish you had.

With real-time monitoring and alerts, supervisors can support their agents when they need it most. Whether agents are at home or in the office, constructive and relevant supervisor feedback, evaluations and assistance enable their continuing growth.

One-stop shop

Supervisors have everything they need in one place, with a modern interface tailored to their experience.

Agent visibility

Get real-time and historical insights with a comprehensive view into all skills, agents, schedules, and interactions.

Omnichannel monitoring

All voice and digital interactions are monitored and evaluated, with supervisors able to join in, assist, or take over as needed.

Reskill flows

Take corrective measures to meet SLA requirements by reskilling agents on the fly and in bulk.

Preempt CX risks

Set alerts that let supervisors know when CX is at risk and recommend corrective measures for real-time intervention.

Engagement Hub

A supervisor solution tailored for organizations transitioning from their third-party telephony vendor to full CCaaS.

“By providing us with the ability to monitor and analyze omnichannel interactions, Supervisor helped our supervisors gain valuable insights into our customers’ needs and preferences, and has allowed us to improve our overall customer service.”

Jeremy Leo
Project Manager Omnichannel Lead, GXS

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Related Resources

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If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

Supervisor Workspace FAQs

Yes. Multiple supervisors can simultaneously monitor the voice and digital interactions of a single agent. However, only one supervisor at a time can monitor an agent’s screen. Similarly, only one supervisor can take over a call.

Yes, all supervisor actions taken within the Supervisor Workspace are tracked in the Activity or Change Audit reports for monitoring purposes. This includes the following reskilling actions:

Assign skill.
Unassign skill.
Edit skill (activated, deactivated, proficiency changed).

Absolutely. The application enables customers to use their third-party ACD while still benefiting from a unified CXone experience.

Of course. This is managed through CXone Mpower's Roles and Permissions, which allows you to setup custom profiles that limit application visibility. Access to CXone Mpower Supervisor and its specific capabilities is controlled through a dedicated Supervisor section.

When the call is on hold:

The supervisor can only hear the agent’s audio input when in the monitor, coach or join state.
In the join state, the customer’s audio will not be available until the call is no longer on hold.
If the supervisor takes over the call, the hold is automatically released, and the call resumes between the supervisor and the customer.

Yes, the supervisor can monitor a consultation between two agents when in Focused mode. The supervisor can also join the call and coach the agent. However, the voice of supervisor will be audible only to the agent who initiated the consult. Also, the supervisor cannot take over a call consult between two agents.

CXone Mpower Supervisor has a dedicated view to show you SLA status and out of SLA alerts, with quick access to agent availability information and reskilling options for a quick resolution.

While monitoring an interaction, you can remotely assist the agent without the customer’s knowledge. You can record the interaction on ad-hoc basis. And you can evaluate the agent’s performance at any time.

Yes, screen monitoring is available when agents are not handling contacts. For compliance purposes, this capability can be enabled or disabled in the application’s settings.

In CXone Mpower Supervisor, you have a 360-degree view of your agent. This means you can see their current state and what is next on their agenda, the contacts they are handling, their schedule, their capacity per channel, and the current capacity usage - all within the Supervisor one-stop shop.