The Supervisor page is available from the main menu after you log in to Call Center Studio. Opening it takes you to the Dashboard, which gives supervisors a real-time view of agents, calls, chats, video calls, and campaigns. This article describes the Dashboard and the actions you can take from it.
Menu path: Supervisor > Dashboard
Creating a new dashboard layout
The Dashboard shows the components that are selected to be visible by default. You can also build your own view:
Click the New Dashboard icon at the top left of the screen.
Choose a layout.
Add the components you want to see.
Confirm to finalize the dashboard.
Status and Status Table
The Status section shows a concise summary of the agents' statuses. For more detail, use the Status Table, which lists the agents' names, how long they have been in their current status, their queue, the team they belong to (if applicable), and their average talk and chat times.
To choose which columns are visible, click the three-line (hamburger) menu icon (Table Settings) at the top right of the Status Table, select the columns, and save. The changes are reflected in the table instantly.
You can also narrow down the table by using one or more of the filters at the top of the table: agents, teams, queues, and statuses.
Sending a mass message
To send a message to several agents at once, click the forward (send) icon next to the Table Settings icon.
Use the filters at the top of the message form to refine the recipients.
Type the message and send it.
Agent actions
Click the hamburger menu icon next to an agent in the Status Table to open the list of actions available for that agent.
Listen Agent
Lets you listen to the agent's current call.
Note: The listening feature must be enabled in the user settings. If it is not, the alert shown below is displayed.
Send Message
Opens a message form for the selected agent. Type your message and click Send Message.
Change Status
Lets you change the agent's status by choosing the appropriate status from the list. You can also send a message at the same time by clicking + Message and filling in the content.
Agent Performance
Opens the performance view of the selected agent.
Agent Settings
Lets you change the queues the agent is added to, the teams the agent belongs to, and the agent's chat settings. Under Queue Settings, you can add the agent to existing queues, remove the agent from queues they are already in, and set the priority of each queue.
Active Calls
Shows the details of the call the agent is currently handling. If the agent does not have an active call at that moment, the button is disabled and cannot be clicked.
Queue Statistics
The Queue Statistics component displays details about your queues. You can filter it so that only the selected queues are displayed.
Pending Calls and Pending Chats
Real-time information, whether it concerns an agent's status or waiting calls and chats, is reflected in the relevant component instantly. For example, when a call is received, it appears in Pending Calls; likewise, any waiting chat is displayed in Pending Chats.
Wallboard
The Wallboard shows the same kind of real-time information with more options, such as current inbound and outbound calls, daily answered calls, and short calls. To customize the Wallboard, click its hamburger menu icon and select the metrics you want to display.
