# 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

| Workgroup         | Agents      | Active      | Resolv. | AI Score |
|-------------------|-------------|-------------|---------|----------|
| Online Sales      | 8/124      | 1490        | 92%     |
| Support Team      | 5/161      | 1354        | 78%     |
| Ecommerce Hub     | 4/929      | 881         | 96%     |

### 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.