Supervisor mode

Supervisor mode is Heedify’s live-monitoring feature for overseeing agents and customer calls.

The Supervisor role lets you review agent presence and queue availability, then monitor active calls.

An administrator must assign the Supervisor role to your user account. Contact your administrator if the monitoring tabs are not available.

Monitor agents

Open Monitor agents to see agents, their Teams presence, queue, queue state, and the time shown for each status.

Column What it shows
Agent Agent name and Microsoft Teams presence.
Time on status Time the agent has been in the current Teams presence status.
Queue Queue associated with the agent row.
State The agent’s queue availability. Use the dropdown to change it.
Duration Time spent in the displayed queue state.

Teams presence and queue state are shown separately. Changing State changes the agent’s queue availability.

Use the filter icons in the column headings to narrow the list.

Heedify Supervisor mode Monitor agents view showing agent presence, queue, state, and duration.

Monitor calls

Open Monitor calls to review active calls. The table shows the call flow, queue, caller, agent, and elapsed timer. Use the action icons to choose how to join a call:

Selecting Listen, Whisper, or Join places a Microsoft Teams call to you. Answer it to connect to the active conversation. You can hang up your supervisor call at any time without ending the call between the agent and customer.

Action What it does
Listen Listen to the call without speaking to the participants.
Whisper Speak to the agent without the customer hearing you.
Join Join the call as a participant.

Heedify Supervisor mode Monitor calls view showing an active call and the Listen, Whisper, and Join actions.

Works with: Microsoft Teams.