The supervisor console
The live operations board, queues and agents, service-level alerts, reassigning work, and monitoring calls where the firm allows it.
For: Staff
Team supervisors run the operation from the Supervisor workspace. You need supervisor permission (team supervisors, workforce managers and schedulers, firm owners and firm administrators have it).
The board
Board is the live operations board, for one firm or every firm you supervise. Shared pools are labelled shared. It shows:
- staffing by queue and agent states,
- the oldest waiting item and service-level risk,
- backlog, aging and throughput,
- abandoned calls,
- rework and QA failures,
- escalations, complaints and open incidents,
- spikes in a firm's demand.
The board updates live. If the connection drops, it says reconnecting… data as of a time, keeps the last snapshot and refreshes every 60 seconds until it reconnects.
The other screens
| Sidebar item | What it is for |
|---|---|
| Agents | Each person's state, current work and load |
| Queues | Every queue with counts and oldest waiting; pause or resume a queue; filter by office |
| SLA alerts | Warnings and breaches |
| Reassign | Move work between people |
| Escalations | Escalations across your firms, overdue first |
| Coaching | Coaching sessions |
| Incidents | Operations incidents |
| Complaints | Complaints |
| QA reviews, Scorecards, Sampling, Trends | Quality review |
| Telephony | Live calls and carrier incidents |
| Training, Training modules, Playbook runs | Training and guidance |
| Alerts | Operational alerts for supervisors |
Reassign work
Open Reassign.
- Items: select items and choose Reassign selected. Each item is reassigned on its own, so one conflict does not stop the rest. Unassigned items can be assigned directly. The person you choose must be eligible for the item.
- Workers: the eligibility matrix shows people against queues, with the reason for every not eligible. A rebalance moves people between queues as a temporary grant; if any move is invalid, nothing is applied and the dialog lists what each person is missing.
Attorneys with assign permission can also reassign attorney work on their own matters.
Monitoring calls
Supervisors can see a live call read-only. Listening in, whispering to the worker or joining the call is possible only where the firm's monitoring policy allows it and where it is lawful; the default is off.