Supervisor Guide

If you log in with a Supervisor account, you get everything an Agent has — Tickets, the softphone, Reports — plus a set of team-monitoring and management tools an Agent doesn't see at all. This guide assumes you've already read the Dashboard, Tickets, Softphone, and Reports & Analytics guides for the agent-level basics; it only covers what's different or additional for a Supervisor. Anywhere this guide doesn't mention a screen, assume it works exactly the way the Agent guides describe.

What You Can Do as a Supervisor That an Agent Can't#

• See a Team Dashboard instead of a personal one — ticket and call activity across every agent you monitor, not just your own.
• See every ticket assigned to any agent in your monitored queue(s) by default, not just tickets assigned to you.
• Click an agent's name on a Leaderboard or the Agent Breakdown table to instantly filter the Tickets list down to just that agent.
• Reassign a ticket to a different agent (and change its queue) — an Agent can only ever reassign a ticket back to themselves.
• Reopen a ticket past its normal reopen window (48 hours for email, 24 hours for WhatsApp) — an Agent loses that ability once the window closes.
• Approve or deny a teammate's "Request to Delete" on a ticket, and have the ticket actually deleted on approval.
• Create, enable/disable, and delete Ticket Categories that every agent in the domain then picks from.
• Delete contacts and Auto Contact entries in bulk — an Agent can add and edit a contact, but never delete one.
• Two extra tabs in Call Center: Queue Monitor (a live view of every queue you supervise) and Recordings & CDR (your team's call recordings and call detail records).
• A dedicated Active Calls page showing every live call across every queue you monitor at once.
• The same Performance report an Agent gets, but scoped to your whole monitored team rather than just one person's activity.

The Team Dashboard#

Your Dashboard (the first thing you see after logging in) is a completely different layout from an Agent's — it's built around monitoring a team, not placing calls.

1. If you monitor more than one queue, use the All My Queues dropdown (top-right of the period bar) to narrow everything on the page to one specific queue.
2. Use the period buttons — Today / This Week / This Month / This Quarter / This Year — to change the window the widgets below are calculated over.
3. Click Manage Widgets (top-right) to show, hide, or drag-reorder any widget — same mechanism as the Agent dashboard.

Widgets you'll see (that an Agent never does)#

The Supervisor Team Dashboard

Screenshot needed · team-dashboard

Tickets — What's Different for You#

• Your default ticket list already includes every agent's tickets across your monitored queue(s) — an Agent's list only ever shows tickets assigned to them.

• Jump to one agent's tickets: click their name anywhere on the Dashboard (a Leaderboard row or an Agent Breakdown row) — it opens the Tickets list pre-filtered to just that agent.

• Reassigning a ticket: open the ticket and look at the Assigned Agent dropdown — for you it's a live, editable dropdown (you can also change the Queue it belongs to); for an Agent, that same field is grayed out and read-only. Pick the new agent (and queue, if needed) and save.

• Reopening an expired ticket: once an email ticket has been closed more than 48 hours (24 hours for WhatsApp), a plain Agent can no longer flip its status back open — you still can.

• Ticket Categories: a Categories item appears in your left-hand Tickets navigation (an Agent never sees it). Use it to:

  1. Type a name into the Category Name box and click Add Category.
  2. Click Enabled/Disabled next to any category to toggle whether agents can still pick it (tickets already using a disabled category keep that category — nothing breaks).
  3. Click Delete (with a confirmation prompt) to remove a category outright.

  These are the labels agents choose from when closing a ticket (e.g. "Fiber Cut," "Dissatisfaction of Service") so tickets can be grouped for reporting later.

• Delete requests: when an agent can't delete a ticket themselves, they use Request Delete and address it to an admin, supervisor, or superadmin by username. If they address it to you, it shows up in your own Requests view with a blue "awaiting your decision" badge (separate from the red badge that counts your own submitted requests). Open a request — or select several and act in bulk — and click Approve or Deny. Approving permanently deletes the ticket (and any sub-tickets merged into it); denying just closes out the request.

Contacts — What's Different for You#

• Visibility works the same for everyone, including you: you see every Public contact in the domain plus your own Private ones — you can never see a coworker's private contact, supervisor or not. The Visibility column on the Contacts list spells out which is which ("Public - visible to every agent/supervisor" vs. "Private - only visible to me").
• Deleting is supervisor-only. Check the box next to one or more rows on the Contacts or Auto Contact tab (Call Center) and a Delete button appears in the action bar — something an Agent's screen never shows at all, even though the checkboxes themselves are visible to everyone.

Call Center — Two Extra Tabs#

Open Call Center and you'll see two tabs an Agent's version doesn't have, ordered first:

• Queue Monitor — a live view of every queue you supervise: who's on a call, waiting in queue, or on wrap-up, right now. Filter by agent status (Available / On Break / Logged Out), switch between the Live view and the Activity Log (a history of status changes and supervisor actions you can search), and click into any logged session for its full detail.
• Recordings & CDR — two sub-tabs, Call Recordings and Call Detail Records (CDR), each filterable by an All My Queues dropdown so you're only looking at calls from queues you actually supervise. This is how you review your team's call recordings.

There's also a dedicated Active Calls page (reached from the Dashboard's Active Calls widget) that lists every live caller and agent across every queue you monitor, grouped by queue, on one screen.

Reports — What's Different for You#

The Performance and Analytics tabs work exactly as described in the Reports & Analytics guide — the difference is scope. Your Performance comparison and Export PDF cover your whole monitored team across whichever queue(s) you pick, not just one person's own activity. (A plain Agent tiered into multiple queues gets the same style of report, but scoped only to their own work.)

What You Still Can't Do#

• You can't force-change another agent's live status. Queue Monitor shows each agent's current status (Available, On Break, Logged Out, etc.) in real time, but that status is always set by the agent themselves from their own session — there's no "override" control on their behalf.

Tips#

• A Supervisor session never appears as a Call Center Agent itself — if you also need to take live calls, you'll need a separate linked extension; the Supervisor role is built for monitoring, not queue membership.
• Leaderboard and Agent Breakdown links are the fastest way to answer "what is this one agent working on right now?" — faster than filtering the Tickets list by hand.
• Deleting a ticket is always a two-step, two-person action — an agent requests it, a supervisor approves it. There's no way for an agent to delete a ticket outright, by design.
• Disabling a Ticket Category is non-destructive — existing tickets keep their category label even after you disable it; disabling only removes it from the dropdown for new selections.