Overview
User guide for supervisors overseeing a team of agents on the Supervisor desktop.
The Supervisor desktop shows every agent on your team, what they are doing right now, and how their shift is going. From it you can listen to a live call, coach the agent privately, or join the conversation yourself.
Getting started
Opening the desktop, the screen layout, and which agents you see.
The team roster
Reading the table: statuses, shift figures, emotion and adherence.
Monitoring a call
Silent monitor, whisper and barge — and who can hear you in each.
The call drawer
Live measures, call details, transcript and assist suggestions.
Responding to help requests
How an agent's request for help reaches you, and how to pick it up.
Chat escalations
Escalations from the text channel: monitor, join and reply.
Reference
Statuses, figures, troubleshooting and who to contact.
Agents taking the calls you oversee use the Voice desktop — that guide describes what they see.