Supervisor tools
Supervisors see their teams. Agents see only what they need.
Team dashboard
Section titled “Team dashboard”Open a team under Teams in the desktop app. The Status tab shows:
- Inbound: calls in the menu, waiting in the queue and live now.
- Overview: outbound calls, agents and their status.
- Today at a glance: answered and missed calls.
A red dot beside a team means its office is open but no agents are signed in.
Listen, coach or join a call
Section titled “Listen, coach or join a call”Choose a live call and pick how you want to join:
| Option | Who hears you |
|---|---|
| Listening Only | No one. Monitor without speaking. |
| Talk to Agent | Only the agent, so you can coach them privately. |
| Talk to Caller | Only the caller. |
| Talk to All Sides | Everyone on the call. |
Review calls
Section titled “Review calls”Under call records, filter inbound or outbound calls by team, open a call’s details and journey, and play or download its recording. Mark calls Flagged for review and then Reviewed as you go through them.
Reports
Section titled “Reports”In the portal, each team has reports for call volume, queue performance, agent performance, missed calls and call details.