CMS Supervisor R16

Avaya's CMS Supervisor R16 software is designed to handle the call center operations of large organizations, managing and processing hundreds of calls at once. The software provides a centralized interface for managing all aspects of call center operations including agent performance, call routing and reporting.

• Agent Performance: The software offers a real-time dashboard that displays agent status, call volume and waiting time. It allows managers to monitor individual agent performance and provide coaching as necessary. Managers can also set up alerts to identify high-performing agents and track progress against key performance metrics.
• Call Routing: The software offers advanced call-routing capabilities to ensure that calls are directed to the appropriate agents based on skill level, language, or call type. This helps to minimize wait times for customers and ensures that the right agent is handling the call.
• Reporting: The software generates detailed reports that provide insight into key performance metrics such as average wait time, abandoned calls, call volume and more. This information can be used to optimize call center operations, identify areas for improvement and monitor progress over time.

With its advanced features and intuitive user interface, Avaya's CMS Supervisor R16 is an essential tool for large organizations looking to improve their call center operations and provide exceptional customer service.