Omnichannel Manager: Your Agents at Their Best
Running a contact center without real-time visibility is like driving blindfolded. You need to know what's happening right now—not what happened yesterday. Omnichannel Manager gives supervisors a unified command center to monitor queues, coach agents, and hit service levels across every channel.
Whether you're managing five agents or five hundred, you get the same powerful tools: live dashboards that show queue health at a glance, one-click access to silent monitoring and whisper coaching, automated alerts when SLAs are at risk, and comprehensive reporting that turns interaction data into actionable insights. No more switching between systems. Everything you need, in one place.
Track, Report, Rate, and Manage
Measure performance metrics, generate actionable reports, rate agents with standardized scorecards, and engage employees to improve customer experience.
Real-Time Dashboards
Live visibility into queue status, agent performance, and service levels.
Team Management
Monitor agent status, manage skills, and adjust assignments in real time.
Schedule Adherence
Track schedule compliance and manage real-time exceptions.
SLA Monitoring
Automated alerts when service levels are at risk.
Agent Assist
Silent monitor, whisper coaching, and barge-in capabilities.
Reporting
Comprehensive historical reports and data exports.
Built for How Supervisors Actually Work
Most supervisor tools were designed by engineers, not contact center managers. Omnichannel Manager was built differently—informed by decades of feedback from real supervisors running real operations.
The result: a tool that surfaces what matters, hides what doesn't, and lets you take action in seconds, not minutes. When a queue starts backing up, you'll know before customers start complaining. When an agent needs help, you can be there instantly with whisper coaching—without the customer knowing.
See supervisor tools in action
Get a demo of our management and monitoring capabilities.