Supervisor mode

Monitoring is crucial to ensure that call centers deliver the best possible service to customers and comply with regulations and company policies.

To access monitoring features, the user should have a Supervisor mode enabled.

Agents Monitoring

Use the Monitor Agents tab to view the real-time status of agents:

• Status on Microsoft Teams
• Time spent on each status
• Queue, associated agent state, and duration

Filters can be used to refine the output.

Calls Monitoring

A supervisor can also monitor active calls and utilize several sub-features to

• Listen (1): During the call, a supervisor could join discreetly the call
• Whisper (2): Offer verbal advice to the agent during the call, which the customer cannot hear.
• Join (3) the call : The supervisor could join the call