Supervisor Guide
Overview of supervisor responsibilities, monitoring tools, and team management in VoiceCenter.
As a supervisor, you oversee agent performance, manage queues, and ensure your team meets service-level targets. VoiceCenter gives you real-time monitoring, call intervention tools, and reporting capabilities.
What Supervisors Can Do
Your role sits between agents and administrators. You have visibility into your team's activity without full administrative access to tenant settings.
| Capability | Description |
|---|---|
| Team Monitor | Watch agent states in real time -- see who is available, on a call, in ACW, or offline. |
| Listen / Whisper / Barge | Join active calls silently, coach agents privately, or take over the conversation. |
| Queue Management | Monitor queue health, SLA performance, and agent assignments. |
| Reporting | Access call analytics, agent performance metrics, and scheduled reports. |
| Call Logs | View call history for your team (or all teams, depending on permissions). |
Key Supervisor Pages
| Page | Path | Purpose |
|---|---|---|
| Team Monitor | /team/monitor | Real-time agent status and call intervention |
| Queues | /pbx/queues | Queue configuration and monitoring |
| Call Logs | /voice/logs | Team call history with filters and export |
| Call Analytics | /analytics/calls | Call volume, trends, and outcomes |
| Agent Performance | /analytics/agents | Per-agent productivity metrics |
Your Daily Workflow
Check the Team Monitor
After logging in, open Team > Monitor to see which agents are online, on calls, or unavailable. This is your real-time command center.
Review queue health
Check PBX > Queues for current wait times, queue depth, and service-level metrics. Adjust agent assignments if queues are backing up.
Monitor active calls
Use the listen, whisper, and barge controls on the Team Monitor to support agents during difficult calls.
Review performance
Check Analytics > Agents for individual agent metrics and Analytics > Calls for overall team performance.
Run reports
Generate or review scheduled reports for management review. Export call logs and analytics as CSV.
Team Scoping
Your visibility is scoped by your team assignment and permission keys:
| Permission | Visibility |
|---|---|
monitor.view_team | See agents in your assigned team only |
monitor.view_all | See all agents across all teams |
call_logs.view_team | View call logs for your team |
call_logs.view_all | View call logs for all teams |
If you manage multiple teams, ask your administrator to assign the view_all tier or assign you to a broader role.
Real-time updates
The Team Monitor and call log pages receive live updates over WebSocket. Data refreshes automatically when agent states change or new calls arrive -- no need to reload the page.