View Supervisor Metrics
When you log in with supervisor privileges, the Agent Desktop application provides access to additional monitoring tools, real-time metrics, and supervisory controls.
Supervisor tools and metrics are accessed by selecting Supervisor from the main menu on the left.
Supervisor Workspace Sections
The Supervisor workspace displays real-time operational data in separate sections. Each section provides metrics relevant to a different part of contact center operations:
- Teams - Team-level staffing and performance metrics, such as staffing levels, occupancy, and handling metrics
- Services - Queue and service performance metrics, such as service level, wait time, and active interactions
- Agents - Individual agent state and activity metrics, such as status, time in state, and current activity
Sections can be collapsed, expanded, or resized depending on configuration.
Each section has its own available metrics and metric groups. When customizing columns, only metrics relevant to the selected section are shown in the Manage Columns dialog. Metric groups, such as Agents, States Daily, and Inbound Daily, may also vary depending on the selected section.
Teams Section
The Teams section displays high-level metrics for all teams assigned to you for supervision.
Metrics include:
- Agents Busy
- Agents Ready
- Agents Logged In
- Occupancy
- Average Handle Time
Selecting a team loads related Services and Agents data below.
Services Section
The Services section displays real-time queue and service performance data for the selected team.
Metrics include:
- Service level
- Waiting interactions
- Maximum wait time
- Active interactions
- Average handle time
- Logged-in agents
- Ready agents
Services views can be customized and saved for later use.
Agents Section
The Agents section displays the current state and activity of supervised agents in the selected team.
Displayed information includes:
- Agent name
- Status
- Time in state
- Login duration
- Idle time
- Current activity
- Assigned service
Selecting an agent opens the supervisor action panel, where available monitoring and assistance controls are displayed.
In Agent Desktop 2.0, the action panel includes running transcripts and detected intents for supported interactions. The action panel can be docked, displayed as a floating window, or adjusted based on screen size and layout. Supervisors can switch quickly between agents from the action panel while reviewing multiple active interactions. The five icons on the supervisor action panel are labeled "Pull Agent's Screen", "See Agent's Screen", "Personal Queue", "Show Agent's Calendar", and "Force Agent". Mouse over each icon to see the label.
| Icon | Description |
|---|---|
| Pull Agent's Screen | Opens the selected agent's current screen in your own Agent Desktop window. This allows supervisors to view the agent's workspace without interrupting the agent. |
| See Agent's Screen | Starts real-time screen monitoring of the selected agent. Use this option to observe the agent's activity as it occurs. |
| Personal Queue | Opens the selected agent's personal queue and assigned interactions. This allows supervisors to review the work currently assigned to the agent. |
| Show Agent's Calendar | Opens the selected agent's calendar. Use this view to review scheduled activities, meetings, and availability. |
| Force Agent | Allows supervisors to change the selected agent's state when necessary. Available actions include forcing the agent into Ready, forcing the agent to log out, or changing the agent's Not Ready reason. |
Search and Filters
The Supervisor workspace has tools to quickly locate and filter data, including:
- Search for Agents
- My subteam only toggle
- Logged-out users toggle
These controls help focus the display on the users most relevant to you.
View Customization
Supervisor tables support layout and display customization.
Supervisors are able to:
- Select displayed metrics
- Reorder columns
- Save personal views
- Load previously saved views
- Restore the original view
High-level metrics for all teams assigned are organized into collapsible groups with shortened metric names for easier navigation. For more information, see Customization of Metric Views.
Views can also be saved as personal views. See personal views to learn how personal list views can be saved for later use. Authorized users can create additional views with the privilege Customize Home Page Views and share them with others, with the privilege Push/Pull Global Home Page Views.
Home Page
The Home option in the main menu provides wallboard-style widgets and summary views for supervisors who need broader operational visibility. See Supervisor Views to learn more about how supervisors can access real-time operational data.
Notes
- Available views depend on privileges, assigned teams, and enabled features.
- Existing custom column settings from earlier versions may not migrate automatically. Users begin with a recommended default view.
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