Supervisor Dashboard Agents Window Overview

The Agents Window, located next to the Active Calls Graph, provides a real-time snapshot of agent availability and activity. This tool is essential for monitoring agent performance, managing queue participation, and supervising live calls.

👀 Agent Presence & Status

Each agent’s presence reflects their current activity status, including:

• On a Call

• Off a Call

• On Break / Lunch

• Offline

Use the dropdown below the "Agents" title to filter the list by:

• Online

• Extension

• Last Name

• First Name

🧾 Agent Status Details

Click on an agent to view key details:

🔖 Idle Status Codes

• Displays when an agent is on break or at lunch.

• Shows both status and duration to the far right of their row.

⚡ Quick Action Icons

Hover over an agent’s name to reveal three icons:

• 📊 Stats:
  View call center metrics such as:

  • Total talk time

  • Number of inbound calls

  • Average talk time

  • Activity snapshots (past 24 hours, 10 days, by source)

• 📋 Queues:
  Displays queues the agent is assigned to, along with:

  • Department

  • Current status

  • Wrap-up time

  • Priority

  You can:

  • Toggle Online/Offline using Set Status

  • Adjust Priority using the dropdown

  • Be sure to Save any changes

• 🎧 Listen:
  Launches live-monitoring tools for coaching and support (details below)

🎙️ Listening & Monitoring Tools

The Listen icon (speaker) next to an agent enables three live-monitoring actions:

🔊 Listen

• Hear both sides of the conversation silently

• Agent is not notified

• Ideal for quality assurance or real-time coaching opportunities

🗣️ Whisper

• Speak privately to the agent while on a call

• The customer cannot hear

• Helpful for reminders or guidance mid-call

💡 Example: If an agent forgets to ask a required question, you can click “Listen,” then “Whisper” to prompt them discreetly.

⚠️ Use with care to avoid disrupting the agent’s workflow.

🤝 Join Call

• Joins you into the conversation with both agent and customer

• Used for escalations or supervisor intervention

💬 Example: A customer asks for a supervisor. Hover over the agent’s name, click “Listen,” then “Join Call” to step in and assist. You can then leave the call once resolved.