Supervisor Dashboard - Call Center

Overview

The Supervisor Dashboard gives call center managers a real-time wallboard view of their entire team. All agents, queues, and shift KPIs are visible on a single screen — no switching between reports. Supervisors can also intervene in live calls using barge-in and whisper features.

For Supervisors Only

This screen is accessible to users with the Supervisor or Manager role. Standard agent accounts see the regular Call Center Dashboard instead. Role assignment is managed in HR → Employees.

Agent Status Grid

The top section shows all agents in the current shift as cards. Each card displays the agent name, a status badge (Available, Busy, On Break, Offline), current call duration for active calls, calls handled today, and rolling average handle time. Cards update in real time — an agent transitioning from Available to Busy reflects within seconds.

Queue Monitoring

The Queue panel shows each active skill group or call queue with: calls waiting, longest wait time, agents available in that queue, and the current service level percentage. When a queue depth exceeds the configured threshold, the queue row turns red and a notification is sent to supervisors.

Queue Overflow Alert

Use the agent status grid to identify available agents and reassign them to the overloaded queue directly from the Supervisor Dashboard.

Shift KPIs

The wallboard strip at the top of the screen shows at-a-glance metrics for the current shift:

KPI	Description
Total Calls Today	All inbound and outbound calls since shift start
Avg Handle Time	Mean duration of completed calls (talk + wrap-up)
Avg Wait Time	Mean time callers waited before being connected
Service Level %	Calls answered within the SLA threshold (default: 20 seconds)
Abandoned Rate	Percentage of callers who hung up before being answered
Agents Online	Count of agents in any non-Offline status

Barge-In & Whisper

Supervisors can intervene in a live call from the agent card context menu (three-dot icon on a Busy agent card):

Barge-In — join the call as a third party. Both the agent and caller can hear the supervisor.
Whisper — speak only to the agent. The caller cannot hear the supervisor. Ideal for live coaching.
Listen — silent monitoring. Neither the agent nor the caller is aware of the supervisor.

Whisper for Training

Whisper mode is the recommended tool for coaching new agents. The agent hears your guidance in real time while the customer experiences an uninterrupted conversation.

Historical Snapshot

The bottom panel shows a table of completed calls for the current shift: call ID, agent name, queue, direction (inbound/outbound), duration, wait time, and disposition (answered, abandoned, transferred). Click any row to open the full call detail including recording playback if enabled.

AI Assistant

Supervisor Dashboard ships with a built-in AI Assistant. Click the vertical AI Assistant tab on the right edge of the screen (or the Sparkles toggle) to open a chat panel that reads the live agent roster (status, time in status, current call, queue, calls handled, avg handle time, CSAT) and live queue metrics (waiting, avg/longest wait, abandon rate, SLA, agent availability):

Staffing recommendations — flags understaffed queues and suggests which agents to move.
Risk detection — highlights SLA breaches, high abandon rates, or agents on break too long.
Coaching prioritization — identifies agents whose metrics (handle time, CSAT) need attention first, referencing the actual names and numbers shown.

Every reply can be saved with the Save as Report button, which stores it in My Reports under a title derived from your question and the current month/year. The panel respects the Writer Engine selected in Settings → Agentic (Local CLI, Hosted API, Local LLM, or Ollama) — Ollama and other local/in-browser engines run entirely on your own machine and never proxy through the server.

Frequently Asked Questions

How often does the agent status grid refresh?

The grid polls every 5 seconds by default. Status changes and call duration counters reflect within one poll cycle. The refresh interval can be adjusted in Call Center settings.

Can I export the shift historical snapshot?

Yes. Use the Export button above the historical table to download the current shift data as a CSV file. For full historical reporting across multiple shifts, use the Call Reports screen.

Are barge-in and whisper calls recorded?

This depends on your Virtual PBX recording settings. If all-call recording is enabled, barge-in calls are recorded in full. Whisper audio is recorded on the agent leg only. Check your compliance requirements before using these features.