Call Center for Supervisors

As a Call Center Supervisor you get real-time queue analytics, live call monitoring, and control over your queues and agents. When you log in to the Portal as a supervisor, you land on the Call Center section.

The Call Center Dashboard

• Call Queues — real-time updates for each queue: active calls, callers waiting, wait time, agents online, agents idle.
• Active Calls Graph — a visual overview of your call flow for the last 8 hours.
• Active Calls — every call currently connected in the queue, with the number, who's on the call, and duration.
• Analytics — reporting and dashboard tools, including daily reports and real-time custom dashboards. See Analytics Boards.

Agent Call Monitoring

Monitor live queue calls for coaching and quality assurance:

1. In the Active Calls card (bottom of the Home screen), find the call — the To column shows the agent's extension.
2. Hover over the call entry and click the Listen button (speaker icon). The system builds the conference and rings your desk phone; an Audio Monitoring card appears.
3. Answer your phone — you'll hear the conversation, and the participants are not alerted that you're listening.
4. In the Audio Monitoring card choose:
   • Join Call — speak with both the agent and the caller.
   • Whisper to [Agent] — coach the agent without the caller hearing.
5. When finished, hang up (or press End Call on your desk phone). The Audio Monitoring card closes automatically.

Reports

Generate reports on the fly or on a schedule; display, print, or export them to CSV.

1. Select Reports in Call Center.
2. Pick a report tab: Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats, or Abandoned Calls.
3. Use Table Settings (right side) to include only the statistics that matter to you.
4. To automate: select Email Reports, choose Type and Frequency (plus day/time), pick statistics in the Advanced tab (hold Ctrl/Shift to multi-select), add recipient emails, and Save.

Every statistic is defined in Call Center Reporting.

Agents, Conferences, Queues & More

• Agents — all agents and supervisors in your company. Edit an agent's profile, answering rules, voicemail, phones, and advanced settings (welcome email, force password reset, reset user). Details in Managing Users.
• Conferences — create and edit conference bridges. See Conference Bridges.
• Call Queues — create, modify and delete queues (Round Robin, Ring All, Linear Hunt, Linear Cascade, Call Park). See Call Queues.
• Music On Hold — hold music and messages for callers waiting in your queues. See Music on Hold.
• Call History — filter all incoming/outgoing calls by agent or queue: click Call History, then Filters (Date, User, Queue, Caller Number, Dialed Number, Call Type), then Filter.