Supervisor guide

As a supervisor you live between the live floor and the weekly report. This guide is the index of the tools you'll use every day.

Your daily tools

• Real-time monitoring — who's on a call, who's idle, what's queued right now.
• Wallboards — the team-visible big-screen view.
• Call recording & review — listen back, comment, coach.
• Agent evaluation — score calls against a rubric.
• Historical reporting — weekly and monthly trends.

Live intervention

From the real-time view you can Listen (silent monitor), Whisper (agent hears you, caller doesn't), or Barge (join the call as a third party). Use whisper for live coaching, barge only when you must take over.