As we continually enhance the experience of Fuze Contact Center, we meet with, interview, and gather feedback from contact center supervisors. A supervisor is the leader responsible for a team of customer service agents. They hire, train, coach, monitor, and mentor their teams—and are essential to a call center running smoothly.
When you visit the floor of many on-premises contact centers, you quickly notice that supervisors don’t sit at their desks very often. Their jobs are fast paced and constantly changing, and often require them to move around the floor—or even leave the office altogether. This mobility can create unwanted gaps in visibility and control, so the tools that contact center supervisors use to manage both their queues and their agents’ performance need to be as mobile as they are.
Supervisors Need their Tools to be as Mobile as They Are
There are many reasons why a supervisor may need to move about the contact center floor or temporarily leave their workstation throughout the day. A particularly important one happens when an agent finds themselves in a tight spot with a customer or needs to engage a supervisor for backup support. In many contact centers, agents have a physical flag they raise over their desk to call for help. The agent’s supervisor stands up and walks over to assist, and they largely lose visibility of their queues and other agent performance until they have handled the specific issue and can return to their desk.
In many contact centers, agents have a physical flag they raise over their desk to call for help.
Some contact centers have wallboards which display primary statistics on a TV or large screen to keep teams aware of their current overall situation—but wallboards are only a partial solution. Wallboards are limited, and can only present so much data in a meaningful way; they are set up to show only the top level of metrics. They don’t provide visibility into more granular details that roll up to those metrics, or give the supervisor any control of their agents’ availability or status.
In recent times, many companies have chosen (or due to the COVID-19 pandemic, may have had no choice) to offer their supervisors the option to work from home or another remote location rather than on the contact center floor.
Remote work can be highly effective, but can offer its own challenges and situations where someone may need to be away from their computer for brief periods of time. These may include additional parenting responsibilities or essential personal errands, which all need to be taken care of while maintaining a supervisor’s queues and managing their teams.
Fuze Contact Center already offers a comprehensive dashboard of queue health and team performance, the ability to drill into the details of any specific queue or agent’s situation, and the tools to monitor or improve that current situation. And now, we’re enhancing the mobility of Fuze Contact Center by adding it to Fuze Mobile on iPad and Android tablets. The relatively large screen, touch interface, and great portability of a modern tablet offer a great platform for supervisors to “take it all with them” whether it’s across the room, or to a separate location.
New Opportunities Identified
Moving Fuze Contact Center to this new platform provided a great opportunity to streamline and refresh the user interface. We updated the visual design to better highlight the statistics, promote and better identify the actions the supervisor can perform for their agents and customers. While we were at it, we also added support for iOS and Android’s popular dark modes.
Challenges We Faced
The larger the tablet, the more information that can be shown at every level. But even the largest iPad Pro is still smaller than a typical laptop screen or desktop monitor, so screen size did present some challenges.
To accommodate smaller screens, we applied many of the same techniques used in responsive web design, making page elements like lists and statistics boxes flexible and allowing them to stack when there isn’t width to display them side by side. As for the large tables that display most of the details in Fuze Contact Center—when there isn’t enough room for everything to fit and it makes sense, some table columns are consolidated to save width. In cases where that approach doesn’t work, we prioritize the most important metrics and controls and push whatever doesn’t fit to the next level you can drill into, keeping everything within a tap or two away. Finally, we adapted some of the control flyouts used in Fuze Desktop to more mobile friendly action sheets (the lists of actions that slide up from the bottom of the screen when you need to choose an option).
Queue supervisors who use Fuze Desktop today can simply install Fuze Mobile on a tablet, and they will already have access to Fuze Contact Center without any additional enablement or setup. Fuze Contact Center for Tablets offers the same familiar interface that it does on Desktop and Web, offering all of the same top level statistics, queue and agent specific metrics, and management controls including:
- Call monitoring (listen/whisper/join)
- Queue alerts
- Agent sign in and out
- Agent pause and resume
- Overriding agent priority
We’re thrilled with the improvements we’ve made so far, and we’re committed to having the Contact Center supervisor experience on tablets continue to evolve and grow with the overall platform.