Supervisor Desktop
What is Supervisor Desktop?
The Upstream Works Supervisor Desktop is an intuitive workspace for contact center leaders to help manage agents, teams and queues. It has detailed views of resources and operations to help supervisors leverage information and take quick and proactive action.
A supervisor desktop is the workspace contact-center leaders use to oversee agents, teams and queues. It typically shows views of agent states, queue volumes and wait times, alongside detail on individual resources and operations, so supervisors can spot problems as they develop.
Supervisors rely on this view to act before service levels slip, for example by moving agents between queues, helping an agent with a difficult interaction or adjusting priorities. It also supports coaching, since supervisors can see where individual agents or teams need help. When evaluating a supervisor workspace, buyers usually look at how current the data is, how easily it can be filtered by team or queue and how quickly supervisors can act on what they see.
Related: Agent, Single agent desktop, Omnichannel management, Totalix, the current platform.