Introduction

Welcome to the Angel Associate Assist Supervisor Help Center, your go-to resource for mastering the Associate Assist tool. Whether you’re an agent handling customer calls or a supervisor supporting your team, this guide provides clear steps and insights to streamline your workflow, enhance call efficiency, and leverage real-time AI support in the contact center.

Key Supervisor Benefits and Features

Angel Associate Assist equips supervisors with a comprehensive set of tools within the Supervisor Dashboard to oversee agent performance, monitor live interactions, and ensure exceptional customer service. Below are the key features and their benefits tailored for supervisors:

Agent Details Overview: Supervisors can view detailed information about each assigned agent, including:

• Name and extension
• Line of Business (LOB) coverage
• Online/offline status

This at-a-glance visibility supports effective resource allocation and workload balancing.

Real-Time Performance Insights: The dashboard dynamically updates agent activity data, allowing supervisors to:

• Monitor online status and LOB coverage in real time
• Make quick decisions to address service demands and optimize team performance

Live Call Monitoring: Supervisors can access ongoing calls to:

• View real-time transcripts, checklists, and call steps
• View real-time sentiment, allowing them to identify which calls are going well and which need attention
• Ensure adherence to protocols
• Provide immediate guidance to agents during live interactions

Call History Access: Supervisors can review past interactions through:

• Detailed call transcripts and summary data. This enables the following:

• Identification of performance trends
• Context-specific coaching
• Continuous improvement and enhanced customer satisfaction

These features empower supervisors to maintain full visibility into agent activities, ensure compliance with call handling standards, and drive superior customer experiences through the intuitive Associate Assist platform.