Now let’s discuss what you can access in the supervisor dashboard. On the left-hand nav bar, a supervisor may access the dashboard by clicking on the supervisor icon at the bottom part of the screen. Once you’re in the dashboard, you will see all the agents in your team listed, along with agent stats like total agent talk time and number of chats handled.
The stats dashboard would give a count of agents logged into each queue, as well as the number of calls waiting to the longest wait time in the queue. With a quick glance, these dashboards can also serve as a monitoring tool for supervisors to manage and coach their assigned agents.
If you click on a particular agent, you will be redirected to that agent’s details page. On this page, a supervisor can monitor that agent’s activity. This is also where a supervisor may coach, barge in their call, or chat with them.
Next we’ll take a closer look on how to use supervisor tools.