Supervisor

The Supervisor screen gives supervisors a real-time overview of their team's activity and the calls flowing through the queue. It allows supervisors to monitor agent availability, review performance, and keep track of both queued and active calls. You can access it by clicking Supervisor in the top navigation bar.

‍Visible only if you have supervisor rights.

Agent States

‍This panel shows the current status of each agent in the queue, indicated by colored markers—for example, green for available, red for busy or unavailable, and yellow for away. This gives supervisors an at-a-glance view of who is ready to take calls. When no agent states are available, a message indicates that none are showing. Supervisors can force-change the status of an agent, when they are not on a call.

‍Agent Statistics

This panel displays performance statistics for each agent, helping supervisors track how their team is handling calls. When no data is available, a message indicates that agent statistics are missing.

Queued Calls

This panel lists the calls currently waiting in the queue, so supervisors can see how many callers are waiting and for how long. When there are no waiting calls, a message indicates that there are currently no calls in the queue.

Active Calls

This panel lists the calls currently being handled by agents, giving supervisors visibility into ongoing conversations. When there are no calls in progress, a message indicates that there are currently no active calls. The supervisor can use the Join call button to silently join and listen/participate (your mic starts muted so you don't interrupt).