Supervisor Dashboard
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Supervisor Dashboard
The Dashboard tab is a real-time call center monitoring view available to designated supervisors. It provides live visibility into all queues and agents for your organization — showing who is available, who is on a call, how many callers are waiting, and current wait times. The dashboard refreshes automatically every 5 seconds.
Supervisor intervention tools: Listen (silent monitor), Whisper (coach agent), Barge (join call), with agent status color legend
Supervisor dashboard showing per-queue agent sections and combined agent table
The dashboard displays a dedicated section for each call queue. Each section contains a stats header and an agent table, showing you exactly who is staffing each queue and what they are doing.
Each queue section header shows eight live metrics:
| Metric | Description |
|---|---|
| Waiting | Number of callers currently waiting. Highlighted when callers are waiting. |
| Available | Number of agents logged in and ready to receive calls. |
| In Call | Number of agents currently on an active queue call. |
| Paused | Number of agents logged in but paused. |
| Completed | Total calls completed (answered) since queue reset. |
| Abandoned | Total abandoned calls (caller hung up before being answered). |
| Avg Hold | Average time callers waited before being answered. |
| Avg Talk | Average talk time for completed calls. |
Below the stats, each queue shows a table of its assigned agents with:
Agents are sorted by status: active calls first, then available, paused, and logged out. Logged-out agents appear dimmed. Agents in multiple queues appear in each queue’s section.
Below all queue sections, an “All Agents” table provides a global view showing every agent once with their overall status and queue memberships.
Both the per-queue and combined tables use these color-coded status indicators:
| Status | Color | Meaning |
|---|---|---|
| Available | Green | Agent is logged in and ready to receive queue calls. |
| Queue Call | Blue (pulsing) | Agent is on an active call from a queue. Call duration is shown. |
| On Call | Cyan | Agent is on a personal or direct call (not from a queue). |
| Ringing | Yellow (pulsing) | A queue call is currently ringing the agent. |
| Paused | Yellow | Agent is paused. The pause reason is shown if one was provided. |
| Logged Out | Gray | Agent is not logged in to any queues. |
As a supervisor, you can manage agents directly from the dashboard in both per-queue and combined tables:
Click the pause button (⏸) next to an available agent to pause them. A dialog appears where you can optionally select a pause reason (e.g., Break, Lunch, Meeting). The reason dropdown is filtered per agent based on their queue assignments — global reasons are always shown, plus any queue-specific reasons for queues that agent belongs to. Click the play button (▶) to unpause a paused agent and return them to available status.
Pausing an agent prevents queue calls from being routed to them, but does not disconnect any active call.
Click the power button (⏻) to log an agent out of all queues. A confirmation dialog appears before the action is taken. Logging out removes the agent from queue rotation entirely.
When an agent is on a call, the W button appears (if you have whisper permission). Clicking it dials the whisper feature code (*54 + the agent’s extension) through your softphone. You will hear both parties, but only the agent hears you — the caller is unaware. This is ideal for real-time coaching.
When an agent is on a call, the B button appears (if you have barge permission). Clicking it dials the barge feature code (*55 + the agent’s extension) through your softphone. All three parties (you, the agent, and the caller) can hear and speak to each other. This is ideal for escalation handling.
Click the Wallboard button in the top-right corner to expand the dashboard to full screen. In wallboard mode:
Click Exit Wallboard to return to normal view. This is ideal for displaying on a call center wall monitor or TV screen.