Supervisor Tools

Real-time monitoring, agent management, and queue controls for contact center supervisors.

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Real-Time Monitor

To access the Monitor tab, you must be an App Owner, App Developer, App Tester, or Supervisor, or have the Monitor Console permission set to Yes. See Role Management for details. The Monitor tab has four views: Queues, Agents, Interactions, and Service Levels. Your access is restricted to queues you are assigned to.

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Queues

The Queues view shows all assigned queues with:

• Conversations waiting and engaged
• Agent availability summary
• Average wait time, max wait time, and drop-off rate

To view a queue:

1. Select the Queues tab.
2. Select a queue from the left menu.
3. Select an agent name to view their conversation details (Chat, Email, and Call).

For Chat, Messaging, and Voice: the assigned agent’s name appears immediately upon assignment, even before they respond. For Work Bin conversations, the Queues view displays the name of the last agent who handled the interaction before it was moved to Work Bin. Sort columns using the sort icon. Default sorting is by Queue Name.

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Filters

Create a filter:

1. Select Filter and then select New Filter.
2. Select Queues, Channels, Type, State, and Languages. You can also filter by agent groups or search for specific agents.
3. Select Save & Apply, enter a name (up to 20 characters), and confirm.

Saved filters:

• Waiting with Agents and Waiting in Queue are pre-selected quick filters by default.
• You can select up to four quick filters.
• A default filter is treated as a quick filter if not explicitly selected as one.
• You can’t disable a quick filter while it’s set as the default. Remove the default first.

Edit a filter:

1. Select the Filters tab.
2. Select Edit.
3. Make changes and select Save & Apply.

Duplicate a filter: Select Duplicate, enter a name, and select Save. Mark as default: Select Mark as Default. Delete a filter: Select Delete, then confirm.

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Agents

The Agents view shows all agents assigned to your queues with their current status and conversation metrics. Active channels appear in green; disabled channels appear in gray. Previously selected channels persist when the agent starts a new session. Agent details:

• Hover over an agent name to see their status, profile info, skills, queues, and agent groups.
• The load capacity indicator shows overall and channel-wise load (for example, Live Chat 2/3 slots engaged).
• Select an agent to view their ongoing conversation and engagement metrics. Chat, Messaging, and Voice: Email:
• From the agent view, you can check the profile, chat with the agent, change the queue, and assign conversations.

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Filters

Filter the Agents view by Status, Agents, Skills, and Roles. Default quick filters: Duplicate filter:

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Interactions

The Interactions view shows all live interactions assigned to agents. It includes only interactions that involve agent transfers. Select the sort icon to sort columns in ascending or descending order. Assign a conversation or change queue: Select an ongoing conversation to view the Assign and Change Queue options. Assign a bot-led conversation:

1. Select an ongoing conversation, then select Assign.
2. In the Assign Conversation pop-up, select Agent or Queue, choose from the dropdown, optionally mark as priority or send a message to the customer, then select Assign.

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Filters

Filter by Status, Agents or Participants (when bot-led interactions are enabled), Skills, Queues, Channels, Type, and Language. Without bot-led interactions: With bot-led interactions enabled: Default quick filters:

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Service Levels

The Service Levels view lets you monitor service-level targets by queue. Go to Console > Monitor > Service Levels. You can create, edit, copy, mark as default, and delete filters for service level metrics. For configuring service levels, see SLAs & Alerts.

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Monitor Channel Selection

Select a channel at the top of the Monitor tab to view channel-specific data. For Voice and Chat, the channel filter shows only Voice and Chat options; for Email, it shows only Email and limits the type filter to Inbound and Outbound. The selected channel applies across Queues, Agents, Interactions, and Service Levels and persists during navigation. Email Metrics (Email Selected) Queues Tab

• Emails Offered-Total email conversations received.
• Emails Avg Resp Time-Average time to respond.
• Emails Queue Wait-Average queue wait time (excluding agent tray).
• Emails AHT-Average handling time.
• Email Transfer Rate-Rate of transferred conversations.

Agents Tab

• Emails AHT-Average handling time per agent.
• Email Transfer Rate-Transfers by agent divided by emails handled.

All columns support sorting (ascending/descending) with pagination and filtering.

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Sort (Queues, Agents, and Interactions) and Transcript Slider

Sorting Conversations by Engaged Time Selecting the Engaged column header sorts conversations by how long each conversation was engaged with an agent, in ascending or descending order. When sorted in descending order, the sort order remains stable as new conversations arrive. Incoming conversations are placed in the correct position based on their engaged time and don’t move to the top of the list. This prevents list reordering or visual jitter during active queue monitoring. Sort behavior: The sort order is re-evaluated consistently for all list updates, including state changes to existing conversations. Switching Conversations When the Transcript Slider Is Open When the transcript slider is open for a conversation, supervisors can select a different conversation without first closing the slider. The slider refreshes automatically and displays the transcript of the newly selected conversation. This lets you move between conversations during live monitoring without interruption. Transcript slider switching behavior:

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Skill and Queue Subscription Visibility

The Monitor tab displays agent-level skill and queue de-selections. Supervisors can identify agents who have modified their skills or queues and take corrective action without leaving the Monitor view. Agents View The Agents view displays each agent’s current routing eligibility, including any skill or queue de-selections. Supervisor Actions from the Agents View From the agent detail panel in the Agents view, supervisors can:

• View the full list of assigned skills and queues.
• See which skills and queues the agent has deselected.
• Select Restore to override the agent’s deselection and reinstate their routing eligibility for a specific skill or queue.

Queues View The Queues view distinguishes between agents who are assigned to a queue and agents who are actively eligible for routing from that queue. Agents in Off-Queue status are counted in the queue’s total agent assignments but are excluded from routing calculations. Supervisor Actions from the Queues View From within a queue in the Monitor view, supervisors can:

• Identify all agents in Off-Queue status.
• Select Restore for any Off-Queue agent to reinstate their routing eligibility for that queue.

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Blending Indicators

Blending status is visible in both the Agents and Queues views. Monitor > Agents

• Indicates whether an agent is blending-enabled at the agent level.
• Indicates whether queue-level blending is influencing the agent’s current state.

Monitor > Queues

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Live Conversation Monitoring

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Listen & Whisper (Voice)

Listen and Whisper let you monitor and coach agents during live voice calls without the customer hearing.

• Listen-Monitor a call silently.
• Whisper-Speak to the agent only; the customer can’t hear.

Steps:

1. Go to Monitor > Agents and select the conversation.
   A conference icon indicates multiple participants on the call. Listen & Whisper and Join are disabled for conference calls.
   
2. Select Listen & Whisper.
3. To coach the agent, select Whisper to Agent. A whisper indicator appears at the top of the live interaction; the agent’s transcript text displays in yellow.
4. Select Stop Whispering to end the session. The message Listen session ended displays.

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Join a Conversation

Supervisors can join a live conversation (conference) to participate alongside the agent and customer. You can also view agent engagement metrics from this view. Steps:

1. On the right pane, select Join Conversation.
2. In the confirmation pop-up, select Confirm.

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Queue Actions

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Manually Assign a Conversation

1. Select the conversation in the Queue panel and select Assign.
2. Select an agent from the pop-up.
3. Optionally select Mark as priority, then select Assign.

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Change Queue

Move a conversation to a different queue and optionally prioritize it.

1. Go to Monitor > Queues.
2. Select the queue and then select the conversation.
3. Select Change Queue.
4. In the pop-up, select a destination queue. Optionally select Mark as priority to place the conversation at the top of the destination queue.

Voicemails: When a call converts to a voicemail, it appears in the Monitor tab with Assign and Change Queue options.

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Bulk Transfer and Force Close

Transfer or force-close multiple conversations at once across chat, email, and voice. By default, this option is disabled for Agents and Custom roles. Supervisors, Admins, Owners, and App Developers can access it when permissions are granted.

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From the Queues Tab

1. Open the Monitor tab and select a queue.
2. Select ⋮ in the top corner and choose Transfer Conversations or Force Close.

Transfer to a queue:

1. Select Queue and choose one or more conversations. Use Select All or Clear as needed.
2. From the queue dropdown, choose a destination queue.
3. Select Transfer.

Force Close from Queues:

1. Select one or more conversations, then select Force Close from the action bar.
2. In the confirmation pop-up, select Confirm.

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From the Agents Tab

1. Open the Monitor tab and select the Agents tab.
2. Select ⋮ in the top corner and choose Transfer Conversations or Force Close.

Transfer to an agent:

1. Select Agent and choose one or more conversations.
2. From the agent dropdown, choose an agent.
3. Select Transfer.

After any transfer or force-close, the interface exits selection mode and updates the conversation list.

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Agent Actions

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Chat with an Agent

Select the Chat option from the agent view. A pop-up chat window opens for sending messages to the agent.

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Mark Agent Offline

Mark an agent as offline to stop new conversations from being assigned to them.

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Force Logout

Force Logout frees up an agent so their ongoing customer conversations can be reassigned to other agents.

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Agent Profile and Settings

Access an agent’s profile by selecting or hovering over the agent. Three tabs are available: Profile, Settings, and Queues & Skills.

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Profile Tab

View and edit the agent’s profile, then select Save.

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Settings Tab

Configure the agent’s chat and voice experience.

• Chat experience: Enable chat settings and define properties such as max chats, language, and proficiency level.
• Voice experience: Enable voice settings and define properties such as language and proficiency level.

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Queues & Skills Tab

Configure queue and skill assignments for the agent.

• Queues: Select the default and preferred queue.
• Skills: Set the proficiency level for each skill.

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Agent Management

Go to Contact Center AI > Agent & Supervisors > Agent Management.

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Agent Groups

An Agent Group is a collection of agents organized by skills, roles, or other criteria. Groups are used to streamline routing and assign statuses and dispositions. The Agent Groups section shows each group’s name, description, and agent count. Select a group name to see its agents, along with their role and assigned skills and queues.

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Pre-configured Groups

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Create an Agent Group

1. Select Add Group.
2. In the New Group window, enter the Group Name, Description, and Agent Status (optional). Statuses selected here appear to agents in this group alongside system-defined ones.
3. Select Save.

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Add Agents to a Group

1. Go to Agents and create or edit an agent.
2. On the agent profile, select the desired group.
3. Save the agent record.

See Edit a User for details.

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Edit an Agent Group

1. Hover over the group and select the Edit icon.
2. Make changes and select Save.

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Delete an Agent Group

1. Select the Edit icon next to the group.
2. In the Edit Group window, select the Delete Agent Group icon.

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Agent Status

Agent statuses show what agents are doing-Available, Offline, Busy, Away, and any custom statuses you create. Go to Contact Center > Agent Management > Agent & Supervisors to manage statuses. Each status entry shows its Name, Type (Available, Away, Busy, or Offline), and Description.

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System Busy Status

Without Blended Mode:

• Digital interactions: triggers when concurrency reaches 100% of available slots.
• Voice interactions: triggers when the single voice slot is occupied.
• Agents on voice are marked System Busy for digital, and vice versa.

With Blended Mode: When blending is active, System Busy behavior varies based on the agent’s queue assignments: Case A: Blending Disabled Across All Queues If an agent is assigned to multiple queues and none of them have blending enabled, the agent behaves as non-blended. System Busy triggers when:

• The voice slot is occupied, OR
• Digital slots reach full capacity.

Case B: At Least One Queue Has Blending Enabled If an agent is assigned to multiple queues and at least one queue has blending enabled, the agent is treated as blending-enabled across all assignments. System Busy triggers only if all voice and digital slots are utilized. Load Capacity = (Occupied Voice or Max Voice) + (Occupied Digital or Max Digital) Best practices:

• Configure slot allocations based on expected interaction volumes per queue.
• Train agents on blended handling and effective multitasking.
• Monitor load capacity indicators in the Agents view to optimize staffing.
• Use reporting to track the impact of blended mode on key performance indicators.

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Create an Agent Status

1. Select + New Status.
2. Enter the Status Name, Status Type, Description, and Assign to Agent Groups (Required for custom statuses; makes the status available to agents in those groups).
3. Select Add & Exit or Add & Stay.

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Edit an Agent Status

1. Select the Edit icon next to the status.
2. Edit the Status Name, Type, or Description, then select Update.

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Delete an Agent Status

1. Select the Delete icon next to the status.
2. Select Yes to confirm.

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Configure Login Prep Status

Login Prep prevents agents from receiving interactions immediately after logging in, giving them time to prepare.

1. Select Edit next to Login Prep.
2. Turn on the Enabled toggle.
3. Customize the Status Name, Description, and Message to Agent.
4. Select Update.

When enabled, Login Prep becomes the default status on every new login. Learn more.

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Agent Settings

Go to Contact Center AI > Agent & Supervisors > Agent Management > Agent Settings. Settings appear in collapsed groups. Select any group to expand it.

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Answer Mode

Explicit Reject: Adds an explicit reject option for incoming conversations (manual mode only). Off by default. Honor Agent Wait Before Queue Timeout:

• Enabled: When a conversation enters the agent wait state, the queue wait timeout doesn’t trigger until after the agent wait timeout expires.
• Disabled (default): The queue wait timeout runs in parallel and may close the conversation while it’s in the agent wait state.

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Conversation Status Control

Conversation statuses trigger messages to agents or customers at key moments. Watch the demo for an overview: Live Chat, Messaging, and Voice statuses: The Network Disconnection Notification Delay setting, under On Customer Interruption after Agent Transfer, defines how long the system waits before notifying agents of a customer disconnect. If the customer reconnects within this delay, the notification is suppressed. The supported range is 3 seconds to 1 minute (default: 3 seconds). Email statuses: By default, all Conversation Status Control messages for the Email channel are enabled. Administrators can individually enable or disable specific messages (due reminder for agent inactivity, customer idle, due reminder for auto expiry, and on close). Configure a status:

1. Set the response time threshold (as a percentage value or in minutes and seconds; email uses hours and minutes).
   • The system automatically closes a conversation when the customer remains inactive beyond the configured timeout. This behavior is expected when no response is received from the user. To prevent automatic closure, increase the customer interruption timer so the system waits longer for user input.
   • Percentage-based thresholds apply to: Due Reminder For Agent, Idle Reminder For Customer.
   • No time configuration needed for: On Connect, On Close.
   • For email: Overdue, Agent Inactivity, and Auto Expire have a configurable limit of 30 days.
2. Edit the message text, add variables, and select the language. To add a variable, place the cursor in the message text, select the Variable field, and choose a variable. The placeholder (for example, {{agentFirstName}}) is replaced with actual data when the message sends.
3. Select Save.

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Transfers

Transfer to External Contacts: When enabled, agents can transfer calls to the external contacts list via the Agent Console. Enforce Skill Match for Transfers: When enabled, the system applies skill matching during queue transfers. When disabled, skills are ignored. Transfer Destinations: Controls where agents can send interactions.

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Skill Modification

When enabled, agents can modify skills attached to an interaction.

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Auto Logout & Auto Close Conversation

Disabled by default. When enabled:

• Auto Logout-Period of inactivity before the system logs out the agent automatically. Default: 8 hours.
• Due Reminder for Auto Logout-Alert time shown to the agent before auto logout triggers.
• Conversation Callback Timeout-When enabled, the conversation automatically moves to ACW mode after timeout if the agent is inactive on the callback screen. Default: 30 seconds; configurable between 10 seconds and 5 minutes.

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Snooze

Lets agents temporarily pause conversations that are waiting for a customer reply or a pending action. Disabled by default. When enabled, the following options are available:

• Make Snooze Notes Mandatory-Agents must add notes before snoozing a conversation.
• Agent Logout with Snoozed Interactions-Agents can log out while conversations are snoozed. Snoozed conversations remain in the agent’s inbox and resume at next login. Applies to selected channels (Live Chat, Messaging, Email).
• Reactivation of Snoozed Interactions on User Message-When enabled, any incoming user message reactivates the snoozed conversation. When disabled, the conversation stays snoozed until the agent manually resumes it.

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Blended Agents

When enabled, agents can handle voice and digital interactions simultaneously, optimizing capacity and efficiency. Disabled by default. Blended Agent configuration controls whether agents can receive voice and digital (chat, messaging, or email) interactions simultaneously. Configuration can be applied at three levels: the app, the queue, and the agent. Configuration Levels A three-tier hierarchy determines Blended Agent behavior. When no override exists at a lower level, the system falls back to the level above. App-Level(Default) The app-level setting acts as the base configuration. It applies when no queue-level or agent-level overrides are defined. To enable or disable blending at the app level, go to Contact Center AI > Agent & Supervisors > Agent Management > Agent Settings > Blended Agents. Queue-Level When enabled at the queue level, all interactions routed through that queue treat agents as blending-enabled, regardless of the app-level setting. You can search for and select specific queues to apply blending. Agent-Level When blending is enabled at the agent level, the agent is always treated as blended, regardless of the queue or app configuration. Precondition: The agent must have both voice and digital capabilities enabled. Precedence The system evaluates blending eligibility in the following order: Agent Level > Queue Level > App Level The following table shows how the system resolves the effective blending state based on each combination of settings: Interaction Routing Behavior The system determines the effective blending state before routing any interaction:

1. Determine effective blending state by applying the precedence model (Agent > Queue > App).
2. If blended: Apply slot-based and interruption logic per existing routing specifications.
3. If non-blended: Apply channel selection logic, if enabled.

For details on how Blended Mode affects System Busy behavior, see System Busy Status.

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Additional Routing Configuration

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Enable Dial Tone Until Agent Connects

When enabled, a dial tone plays to the customer until the connection with the agent is established after the user hears a connected tone. Disabled by default.

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Total Digital Conversation Limit

Limits the total number of active digital conversations across all channels for an agent. When the limit is reached, the agent moves to System Busy status. Disabled by default. See User Management for details.

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Conversation Timer Metric

The conversation timer displays in the Agent Console for each active interaction. Administrators can configure which timing metric the timer shows. The selected metric applies to all agents. Only one metric can be active at a time. To configure the timer metric:

1. Go to Contact Center AI > Agent & Supervisors > Agent Management > Agent Settings > Conversation Timer Metric.
2. Select a metric from the available options.
3. Select Save.

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Capture Disposition During Transfer

If enabled, agents can add dispositions while transferring conversations across voice and digital channels. Learn more.

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Dispositions

Dispositions are labels agents assign to the outcome of a conversation. You organize them into Disposition Sets containing Disposition Codes. Go to Contact Center AI > Agent & Supervisors > Dispositions.

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Disposition Sets

A Disposition Set groups related disposition codes and can be assigned to queues or agent groups. Agents see and complete disposition sets when ending conversations. The Resolution set comes pre-built with codes: Resolved, Requires Supervisor Attention, and Unresolved. It can be edited but not deleted. If disabled or removed from a queue’s assignment, selecting a disposition from it becomes optional. The Disposition Sets section lets you: Each set shows: Name, Description, Codes (count), Dispositions (Required/Optional), Status (Enabled/Disabled).

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Add a Disposition Set

1. Select Add Set.
2. On the General tab, configure:

   Field	Description
   Name	Disposition set name.
   Description	Brief description.
   Campaign-Linked Set	Toggle on to capture campaign call outcomes.
   Display	Dropdown or Button (both single-selection).
   Is Required	Yes: agents must select a code when closing assigned interactions. No: optional.
   Assignment	Assign to Queues or Agent Groups.

   • Assign to Queues: Select Add Queue and search for queues.
   • Assign to Agent Groups: Same process as queue assignment.
3. On the Disposition Codes tab:
   • Select Add Code and search for a code. Codes must be created and enabled first.
   • Select the bin icon to remove a code.
4. On the Notify tab (visible only when email/toast alerts are enabled):
   • Select Add Supervisor and choose a supervisor from the list.
   • Alert behavior:
     • One code with alerts: a notification triggers when that code is tagged.
     • Multiple codes with alerts: one notification is sent for one of the selected codes.
     • A secondary email notification can also be enabled.
5. Toggle the set enabled or disabled (enabled by default).
6. Select Create.

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Edit a Disposition Set

1. Select the Edit icon for the set.
2. Make changes and select Save.

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Delete a Disposition Set

1. Select the Edit icon for the set.
2. Select the Delete icon at the lower left and confirm.

Example Disposition Sets:

• Requires Follow Up-Codes: Pending, Disconnected, Information Required
• Supervisor Required-Codes: Requires Approval, Customer Asked for Supervisor, Complex Case

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Disposition Codes

A Disposition Code is a short label for a conversation outcome. Codes must belong to a Disposition Set before agents can use them. Default codes: Go to Contact Center > Agent & Supervisors > Dispositions > Disposition Codes to manage codes.

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Add a Disposition Code

1. Select + Add Code.
2. Select Enable to activate the code.
3. Enter the Code Name and Description.
4. Assign a color and preview it.
5. Optionally turn on Show campaign-specific types to display campaign-associated dispositions.
6. Select Create.

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Edit a Disposition Code

1. Find the code in the list and select Edit under Actions.
2. Make changes and select Save.

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Delete a Disposition Code

1. Find the code in the list and select Delete under Actions.
2. Confirm the deletion.

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Agent Experience with Dispositions

Dispositions appear when agents end a conversation in the Agent Console. No code is pre-selected; agents must choose one. If more than one Disposition Set is assigned to a queue or agent group, agents see all sets and must complete all required ones.

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Alerts

Configure threshold-based alerts to be notified when contact center metrics exceed targets. Alert actions:

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Reports

See Reports.

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