Supervisors
Supervisors
For team leads and managers who watch live work, coach agents, and keep quality up.
Every call has a job. Let it get done.
Your app
Open Apps → Supervisor (/supervisor). You get live call count, agent presence, active campaigns, quality scores from the last 24 hours, and links to wallboard, workforce, alerts, and analytics.
Wallboard
/wallboard — live calls, queue depth and wait, agent presence, AI vs human split. Use it at shift start and mid-shift.
Monitor, whisper, barge
From a live call (/calls/:id):
| Mode | What happens |
|---|---|
| Monitor | Listen silently |
| Whisper | Coach the agent; caller does not hear you |
| Barge | Join the call |
Quality
Score and review closed calls on the call detail page (/calls/:id). Post-call surveys (1–5) and recording playback with redaction markers are available there. Export CSV of metrics and transcripts from analytics.
Outbound
/outbound — create and run proactive campaigns (voice, SMS, WhatsApp, email) with preview, progressive, or manual dial. See campaign detail at /outbound/:id.
Alerts
/alerts — missed-call spikes, voice outages, sync failures. Acknowledge in the portal; email alerts can fire on status changes.
Workforce
/wfm — shifts, clock in/out, adherence, and a simple volume forecast for small teams. Use your existing WFM product for enterprise planning.