Engage Digital | Intro to Supervisor

The supervision console allows supervisors and administrators to monitor agent activity in real time. Supervisors can access metrics including agent’s average presence time, average task duration, number of tasks waiting, and more.
Additionally, supervisors can access an agent’s current efforts on a message and monitor an agent’s console directly on a real-time basis. Supervisors can directly assign or reassign interventions to agents, or recategorize messages as needed.

Accessing the supervision console

As a supervisor, in addition to your Inbox view and Tasks view, you can also access the Supervision menu option by navigating to Agent from the main menu bar, and selecting Supervision from the left-hand navigation bar. 

When you click on Supervision in the left nav bar, the sliding tray will reveal the Agents view and Channels view. The Agents view allows you to monitor your agents’ activity in real time. The Channels view allows you to monitor the amount of tasks and their distribution on different channels. Now let’s discuss both these views in more detail.
View of the supervision tab in Agents

Agents view

The Agents view in the supervision console lists every agent that is logged into the system. Using the Agents view, you’ll have some filters at the top so you can choose the sources, teams, specific agents, or categories you’d like to view. Additionally, you can see an agent’s connected status indicated as a blue dot to the left of their initials. 
You can also see an agent’s presence status for asynchronous and real-time channels. Presence status is the agent's status while logged in to the system and is shown as Available, Available (busy), Away, or Disconnected. It allows supervisors to monitor the agents and quickly route tasks to available agents to maximize productivity. Presence also allows agents to stop tasks from routing to them when they are away from their desk. 
There are separate presence indicators for asynchronous and real-time channels because the max capacity and status duration set for these channels are different. Agents can handle less real-time sources than asynchronous sources due to the expectations for a more immediate response to customers. 
As a supervisor, you can make an agent available if they are in an away status on either the asynchronous or real-time channels. This is especially helpful for those instances where an agent forgets to change their availability. You can also see the status duration of how long an agent has been in a particular status. 

The Agents view allows you to monitor the activity of each agent working in the Tasks view. To reach this page, navigate to Supervision > Agents via the left nav bar. You can see a table showing the list of agents who you can monitor. To learn more, read Monitoring agent activity.

Channels view

Unlike the Agents view, where you can view the activity of individual agents, Channels view allows supervisors to get a global view of all the activity by channel. Channels view gives you insight into your default channels, asynchronous and real-time, as well as any other channels your admin may have created. The data available is indicated for the current day and is reset at the end of each day. 
Channels allow administrators to manage asynchronous and real-time channels and to configure the source to work either in real-time mode or asynchronous mode. With a real-time channel, there is an expectation that the agent will respond right away so you are likely to add sources such as your chat sources and instant messaging sources. 
The asynchronous channel, on the other hand, contains sources that allow a little bit more time between a customer message and an agent response, such as email sources. 
The Channels view allows supervisors to get insights of all the activity by channel. To reach this page, navigate to Supervision > Channels via the left nav bar. You can see a chart showing the list of available channels which you can monitor. To learn more, read Monitoring channel activity.
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