Supervisor Dashboard — Your Entire CX Operation, Live on One Screen

Every conversation, agent, queue, and SLA — monitored live with instant intervention tools.

Realtime Monitor

All systems operational

• All Interactions: 1,847 (+12%)
• With Operator: 23 (+5%)
• Queued: 4 (-2)
• Active: 89 (+8%)
• Snoozed: 6 (-1)
• Resolved: 1,725 (+18%)

AI Sentiment · Today
1,847 conversations analysed

• Positive: 71%
• Neutral: 19%
• Negative: 10%

Workgroup

AI Insight

⚡ Queue spike predicted in ~18 min based on historical patterns

Every metric. Always live. Always current.

Updated in real time. No refresh, no lag — what you see is what's happening now.

Instant awareness

Conversation state updates instantly. No polling, no stale dashboards.

Act before it escalates

See queues building and SLAs approaching. Rebalance before customers feel it.

One view, full picture

Volume, capacity, queue depth across brands and regions — at a glance.

Three views. Complete operational visibility.

Three tabs, each for a different level of operational visibility.

Workgroups

Every team side by side — members, conversations, handle times. Spot pressure before SLAs breach.

• Ready/all members per workgroup
• Active, queued, pending, resolved counts
• Longest handle time and longest waiting time
• Filter by media type (all channels or specific)

Members

Agent status, workgroups, active conversations, handle times — searchable. Know who's doing what.

• Agent status duration (how long in current state)
• Assigned groups count
• Active and pending interaction counts
• Longest handle time per agent

Interactions

Every live conversation — customer, channel, agent, status. Join, transfer, or escalate directly.

• Customer name, channel, workgroup, and agent
• Conversation status (Active, Pending, Snoozed)
• Start time and last activity timestamp

Find any conversation, agent, or workgroup in seconds.

Combine channel, workgroup, agent, status, and labels — surface what matters instantly.

Dynamic Filters

Search anything

Conversations, agents, or workgroups — instant results as you type.

Filter by channel

Isolate conversations from any connected channel in one click.

Filter by workgroup

See one team's members, conversations, and queue depth.

Filter by labels

Surface tagged conversations — VIP, escalation, billing — across all workgroups.

Workgroup Management

Organise teams the way your operation works.

• Create by function, region, product line, or custom criteria
• Priority levels — VIP workgroups get conversations first
• Assign members with roles and skill levels

Availability & Assignment

Control who's available, where, and how work gets assigned.

• Real-time availability control
  • Ready in Sales, unavailable in Support — simultaneously.
  • Toggle readiness per agent, per workgroup, instantly.

Intelligent conversation assignment

• Route by skills, language, or expertise.
• Load balances by capacity, skills, priority.

See real-time supervision in action

Monitor every agent, every queue, every SLA — all in real time.

Supervisor Actions

See a problem. Fix it. In seconds.

• Join any conversation
• Transfer & reassign
• Force escalation
• Agent performance stats

Engagement History

Every past conversation. Searchable.

Search by customer, agent, channel, date, or CSAT score, and open any conversation for investigation mode.