Supervisor

Supervisor Tools

Real-time monitoring and management for contact center supervisors.

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Overview

Supervisor tools provide visibility into contact center operations and controls for managing agents and queues in real-time.

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Real-Time Dashboard

Key Metrics

Metric	Description	Target
Service Level	% answered within target time	80% in 60s
Average Wait Time	Current avg time in queue	< 2 min
Abandonment Rate	% who left before answer	< 5%
Agents Available	Ready to take calls	Monitor
Queue Depth	Conversations waiting	Monitor
Handle Time	Avg conversation duration	By queue

Dashboard Widgets

Configure dashboard with relevant widgets:

Supervisor Dashboard:
  widgets:
    - type: service_level_gauge
      queues: [all]
      target: 80

    - type: queue_stats
      display:
        - queue_depth
        - estimated_wait
        - agents_available

    - type: agent_status_summary
      show_by_status: true

    - type: alerts
      severity: [critical, warning]

    - type: trend_chart
      metric: service_level
      period: last_4_hours

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Agent Monitoring

Agent Status Board

View all agents and their current status:

Agent	Status	Current	Queue	Duration
John S.	On Call	Voice	Support	5:23
Sarah L.	Available	-	Support	2:15
Mike B.	ACW	Email	Billing	1:45
Lisa T.	Away	-	-	15:00

Agent Details

Click on an agent to view:

• Current conversation details
• Performance metrics (today)
• Skill assignments
• Schedule adherence

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Live Monitoring

Silent Monitoring

Listen to agent calls without them knowing:

1. Select active agent conversation
2. Click Monitor
3. Choose Silent mode
4. Listen to both sides of conversation
5. Take notes for coaching

Whisper

Coach the agent without the customer hearing:

1. While monitoring, click Whisper
2. Speak to agent only
3. Agent hears coaching in one ear
4. Customer hears nothing

Barge-In

Join the conversation (both parties can hear):

1. While monitoring, click Barge
2. Announce yourself
3. Participate in three-way conversation
4. Can take over if needed

Monitoring Controls

Monitoring Settings:
  permissions:
    silent_monitor:
      roles: [supervisor, manager, qa]
    whisper:
      roles: [supervisor, manager]
    barge:
      roles: [supervisor, manager]

  recording:
    monitored_calls: always
    include_whisper: false

  notifications:
    notify_agent: false    # Agent doesn't know they're being monitored
    log_activity: true

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Queue Management

Real-Time Queue View

Queue	Waiting	Oldest	Agents	Service Level
Support	5	3:45	8/10	75%
Billing	2	1:20	4/5	85%
Sales	0	-	6/6	95%

Queue Actions

Action	Description
Move conversation	Move waiting conversation to different queue
Change priority	Adjust conversation priority
Add agents	Temporarily assign more agents
Adjust routing	Change routing rules in real-time

Moving Conversations

1. Select conversation in queue
2. Click Move
3. Choose target queue
4. Add reason (optional)
5. Confirm move

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Alerts & Notifications

Alert Configuration

Alerts:
  - name: High Wait Time
    condition: avg_wait_time > 180s
    severity: warning
    notification:
      - dashboard_popup
      - slack: #cc-alerts

  - name: Critical Queue Depth
    condition: queue_depth > 20
    severity: critical
    notification:
      - dashboard_popup
      - email: [e-mail]
      - sms: [phone]

  - name: Low Service Level
    condition: service_level < 70%
    duration: 5m
    severity: warning
    notification:
      - dashboard_popup

  - name: Agent Long Handle Time
    condition: handle_time > 900s
    severity: info
    notification:
      - dashboard_popup

Alert Actions

Respond to alerts:

• Acknowledge — Mark alert as seen
• Assign — Assign to team member
• Take Action — Open related tools
• Snooze — Temporarily silence

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Agent Actions

Force Status Change

Change agent status when needed:

Force Status:
  available_actions:
    - set_available
    - set_away
    - set_break
    - force_logout

  require_reason: true

  logging:
    log_all_actions: true
    notify_agent: true

Send Message

Send real-time message to agent:

• Appears as popup on agent desktop
• Can be informational or action required
• Priority levels: Low, Normal, High, Urgent

Schedule Override

Temporarily adjust agent schedule:

Schedule Override:
  agent: agent_001
  type: extend_shift
  duration: 2h
  reason: "High volume, need coverage"
  approved_by: supervisor_001

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Reports

Real-Time Reports

Report	Description
Queue Performance	Current metrics by queue
Agent Performance	Today’s metrics by agent
Service Level	SL trend over past hours
Abandonment	Abandoned calls analysis

Historical Reports

Schedule and view historical reports:

Scheduled Reports:
  - name: Daily Performance Summary
    schedule: daily at 6pm
    recipients:
      - [e-mail]
      - [e-mail]
    format: pdf

  - name: Weekly Agent Scorecard
    schedule: weekly on Monday
    recipients:
      - all_supervisors
    format: excel

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Related

• Queue Management — Queue configuration
• Quality AI — Quality monitoring
• Agent Console — Agent experience