Welcome to the Supervisor Guide
This guide shows supervisors how to monitor queues and teams in real time, step into agent conversations, and review past tasks and conversations. All supervisor reports are in the Graia CCaaS Portal.
Start here
- Access reports – open the reports in the portal and set the refresh interval.
- Report features – how dashboards, KPIs and threshold alerts work in every report.
Monitor in real time
| I want to… | Read |
|---|---|
| See waiting times, service level and callbacks per queue | Queues report |
| See how my teams are performing and who is on break | Teams report |
| See individual agents, change their state or details | Agents view of the Teams report |
| Listen in, whisper to an agent or barge in to a call | Monitor agent conversations |
| See how bots are performing today | Bot reports |
Review what happened
| I want to… | Read |
|---|---|
| Find an agent's task, play its recording or evaluate it | Task history |
| Follow a customer's conversation end to end, including bots and IVR | Conversation history |
| Listen to voicemails | Voice mails |
| See categorization and customer survey results | Insights |
Need more?
- Reports over longer periods, or your own reports: see the Power BI historical reports.
- What your agents see: the Agent Guide explains the Agent application.
- Unfamiliar term? Look it up in the glossary.
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