Supervisor System

Module Functionality Description

The Supervisor is to monitor the Agents of CO, DO, PDO, FDO agents to get better outputs from the agents. He/ she can view the events handling by the agents on his/ her screen. The following are the operations that he/ she performs.
Supervisor can define the base locations of the ambulances on ground on GIS maps.
Conference Bridges:
The system supports to have multiple conference bridges with different agents sitting in ERC.
Ability to view queues, calls & agents’ status. The application provides the Supervisor functionality to view:
1. Online agents under him.
2. All ongoing calls.
3. Agent Breaks and violations
4. Real time performance of agents

Time based, real-time statistics:
1. The system provides time based reports (in between dates and specific date reports) and dashboard reports to view online/ongoing calls.
One click call monitoring:
All the new/in progress cases are queued up at dispatchers end. He can monitor and update the cases by single click on the cases queued up.
Customizable fields, functionality:
1. Application provides different customized fields for reporting purpose. For e.g. day to day, date wise, location wise reports etc.
2. Powerful / Customizable reporting with graphical representation: Graphical representation of data and statistics through customized reports based on various categories like a location, call types, dates etc.
3. Various reports of trends, statistics by block, by district, by day, by week, by month etc., is possible in the system.
4. Supervisor can de-assign and assign a new ambulance based on the vehicle condition reported. Accordingly, supervisor can add the patient details to to the ambulances.
Supervisor has the facility to have admin privileges to create the settings of roles etc., to the agents.

Module Features

S.No Feature Feature Description
1 Call Barging and Joining The Supervisor has a provision to Barge into the call where the agent (CO, DCO, PDA etc.) won’t be able to find that his/ her call is being barged. If supervisor wants to intervene into the discussion between a caller and the CO then the supervisor also has a provision to join the call and talk to both caller and the agent
2 Vehicle Replacement If a CO agent mistakenly assigns a wrong ambulance for an incident, then this mistake can be corrected at the supervisor desk where the wrong vehicle will be replaced with the actual vehicle.
3 De-assigning an ambulance in case of breakdown In case an ambulance is broke down while handling the incident then in these cases the supervisor can de-assign the breakdown ambulance and can assign another nearest ambulance
4 Capturing Medications and Consumables When an ambulance is de-assigned due to ambulance breakdown in the middle of the incident, the supervisor will capture the consumables and medications provided to the patient.
5 Case Re-open This functionality helps the DCOs if any DCO closed the emergency case as unavailed and later if it is found that the incident is emergency in such scenarios this feature will be utilised to re-open the case and update the valid data into the system.
6 Changing Base Location In case of Mass gatherings (ex: Kumbhmela) the ambulance from other districts will be deployed in the area where gathering is happening. So the relocated ambulances base locations are updated using this tool
7 Active Agents Monitoring The supervisor dashboard contains a view where the agents who are logged in based on their modules can be viewed. Also which agent is handling the call and what is the AHT of the call can also be monitored.
8 Agents Break Time Monitoring Agents breaks based on the module selected can be viewed in the monitoring dashboard
9 Agent Logout in case abnormal termination of application If an agent application is abnormally terminated without logging out then the agent's session will be still active. So, when agent tries to login again it says agent already logged in, such agents will approach the supervisor to make a proper logout of their application for them to login again
10 Calls Queue Calls dispatched from the CO for the selected Emergency groups can be viewed in the queue of the supervisor. The emergency group wise incidents are displayed in the queue and are sorted in descending order on the incident dispatch date and time (Latest cases displayed in last). This helps the agent serve all the cases which are dispatched from the CO
11 Viewing agent status The supervisor can view the calls the agents (CO, DCO, PDA, FDO and ERCP) are active on and he/ she can see the AHT of the call. If the AHT is exceeded from the defined SLA, then the colour of the row gets changed to Red colour which helps the supervisor to understand which CO is exceeding the SLA. Also he ban Barge the call to identify what is the problem in the call and if needed the supervisor can join the call and assist the CO.
12 Notice Alerts The supervisor can issue notice alerts to a specific agents group or to all the groups. (Ex: If supervisor wants to call a specific agent group for a meeting, then he can raise a notice alert where the selected group will receive the notification).
13 Updating the Incident Location details The Supervisor alone can update the incident location details after the case is dispatched from the CO application
14 Assigning of ambulance in case of Mass Casualty In case of mass casualty, CO will only dispatch a single ambulance and once the EMT reaches the location and confirm the Mass casualty then the supervisor will dispatch the ambulances.
15 Integrated GIS Maps The supervisor application’s integrated GIS module helps the supervisor to visualise the ambulances which are nearer to the incident location and assign the ambulances when needed.
16 Adding Patient The supervisor can also add patients if any patient is missed by the CO
17 Forcefully releasing of Ambulance If an ambulance completed the case and has got another case before closing the case then in these scenario the supervisor will also have the feature to forcefully close the case.
18 Integration with Softphone Soft-phone feature for the CO to make calls, conference calls, transfer calls, dropping a call, dropping a specific caller from a conference call. The agent can perform all the tasks, which can be done through the hard phone from the softphone.
19 Data Analytics The Supervisor can pull reports for the data analytics