Supervisor Guide

Heedify supports real-time supervision of a Microsoft Teams contact center via Supervisor mode in the Agent Console and the Realtime Dashboard in the Admin Portal, built on Microsoft Teams presence and Teams Phone.

Supervisor modeReview agent presence and queue states, and monitor active calls with Listen, Whisper or Join.

Realtime DashboardLive queue, agent and call state, with drill-down per queue and per agent.

Call recordingsListen again to calls and read their transcription to review quality and coach agents.

ReportsHistorical dashboards to follow service level, abandons and agent activity over time.

Review call quality

Supervision does not stop when the call ends. Supervisors of an entity can listen again to recorded calls and read their transcription, to check the quality of answers, coach agents or handle a customer complaint.

1. Turn recording on for the call flows to review, in the Recording tab of each call flow. Transcription is optional and is enabled in the same tab. See Call Flows: Recording.
2. Open the Recording page and filter the calls to review.
3. Play a recording directly in the page.
4. When a transcription is available, click the + icon in the Transcription column to read the whole conversation.

Only supervisors of the entity a recording belongs to can play it and read its transcription.

Works with: Microsoft Teams, Teams Phone, Microsoft 365 presence.