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Supervision · ReportingSupervise your agents and measure your activity
Supervision shows what is happening now: queues, live calls, the status of every agent. Reporting shows what happened: volumes, answer rates, durations, activity per agent and per campaign. Both live in the same platform as your calls and your customer records.
Team activity · Sales
Today, 9:00 am – 6:00 pm
What a supervisor sees while it happens.
The dashboard shows team activity live, with no consolidation delay.
Queues
How many calls are waiting, for how long, and on which queue. It is the first sign of undersizing.
Agent status
Who is available, who is on a call, who is on a break. The online counter gives real capacity at a glance.
Today's counters
Calls handled, answer rate, average handling time, hourly inbound/outbound volume.
The live call
Who is speaking to whom, for how long, and on which deal — the customer record and pipeline stage sit alongside.
Listen, whisper, barge in.
Three levels of intervention, from the most discreet to the most direct. They serve coaching as much as rescuing a difficult call.
| Level | What the supervisor does | Who hears them |
|---|---|---|
| Listen | Follows the conversation without making themselves known | Nobody |
| Whisper | Feeds the agent an answer | The agent only |
| Barge in | Joins the conversation | The agent and the caller |
These functions involve listening to conversations: tell your agents they exist and on what terms they are used. See our security and compliance page.
What you will be able to measure.
Indicators read by agent, by campaign and by period. Each answers a precise management question — and none answers alone.
| Indicator | What it measures | What it does not say |
|---|---|---|
| Calls handled | Volume absorbed over the period | Whether calls were handled well |
| Answer rate | Share of inbound calls taken | Why the rest were lost |
| Average duration | Time spent per conversation | Whether the customer's problem was solved |
| Hourly volume | How calls spread through the day | The staffing it implies |
| Activity per agent | What each person handled | How hard their cases were |
Two readings of the same activity.
What supervision does not do.
A management tool used badly produces bad decisions faster. Three caveats we would rather state before the demo.
- It does not measure the quality of an exchange. A short call can be excellent or rushed; only listening tells you which.
- An indicator turned into a target stops being a good indicator. Optimising average duration at the expense of resolution moves the problem to tomorrow's callback.
- It does not replace coaching. Whispering and monitoring serve skill-building if agents know they exist and what they are for.
Frequently asked questions
What does a supervisor see in real time?
Team activity as it happens: live calls, queues and waiting times, the status of each agent (available, on a call, on a break), and the day's counters — calls handled, answer rate, average duration.
Can a supervisor step into a live call?
Yes, at three levels. Listening in, with no one noticing. Whispering, where the supervisor speaks to the agent without being heard by the other party. Barging in, joining the conversation as a third participant.
Which indicators are tracked?
Volumes (calls handled, inbound and outbound, per hour), reachability (answer rate, missed calls, waiting time), handling (average call duration) and activity per agent. Dashboards read by agent, by campaign and by period.
Is reporting broken down by team or by campaign?
Both. Analysis runs by agent, by campaign and by period, which lets you compare one outbound operation with another, or two floors over the same time slot.
How are calls attributed to an agent?
By seat: a connected agent occupies a seat, and every call they handle is attached to it automatically. There is no manual entry, so no gap between actual and measured activity.
Does supervision work across several sites?
Yes. The platform is designed for contact centres spread across countries and time zones: shared queues and consolidated supervision, wherever agents connect from.
Does supervision replace management?
No, and it is worth saying. It shows what is happening; it does not say why. A falling answer rate can come from understaffing, a poorly designed IVR or an unanticipated marketing campaign — three causes only human analysis tells apart.
See supervision on your own setup.
A thirty-minute demonstration: queues, agent status, live-call intervention and dashboards, applied to the way you work.
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