Watch your queues and teams live, and step into a call

When you've done this, you can see at a glance how your queues and teams are doing, spot when callers wait too long, and help an agent during a call – by listening in, whispering advice only the agent hears, or joining the call. Afterwards you know where to find the call again.

Customer calls → waits in the queue (Queues report: Waiting)
  → an agent takes the call (Queues report: Connected; Teams report: agent Busy)
  → you open the agent's card and click Monitor
  → you listen in → whisper to the agent → barge in → back to listening → drop out
  → the agent finishes the call
  → you find it in Task History and play the recording

It takes about 30 minutes. Roles involved: Supervisor (all parts), Agent (takes the test call in Part 2). A colleague plays the caller.

Before you start

What	Who	Where
Your portal user is a supervisor, with access to Realtime Reports and Historical Reports	Administrator	Edit an agent, Roles
A team with you, your agents and your queues in it	Administrator or supervisor	Teams
An agent who can take a test call from one of those queues	Agent	Your first shift in the Agent application
A phone you can call the queue's channel from	Tester	–
A headset on your computer for listening in and talking	You	–

You only see the queues and teams you're associated with, filtered by your business unitsBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups.. If a queue or team is missing in the steps below, check the team first.

Part 1 – Set up your reports (Supervisor)

1. Open the realtime reports

1. Sign in to the portal at portal.graia.ai.
2. Go to Realtime Reports › Queues.
3. Open Realtime Reports › Teams in a second browser tab, so you can switch between the two.

Expected result: you see one dashboard per queue and one per team. The data is for today and refreshes every 10 seconds.

See Access reports and Report features.

2. Set thresholds for a queue

Thresholds make a KPI change colour when it needs your attention, so you don't have to read every number.

1. On the Queues report, find your test queue and click Show more.
2. Click the Edit thresholds icon next to the queue name.
3. Set Desired max waiting conversation count to 1, and Desired longest wait time to a value you'd want to act on, for example 60 seconds.
4. Save.

Expected result: the thresholds are saved. You'll see the effect in step 4.

See Edit visual thresholds. Teams have thresholds too, for handling time and handle ratio: see Teams report thresholds.

Part 2 – Follow a live call

3. Make the call wait

1. Ask the agent to stay on break for now.
2. Ask your colleague to call the queue's channel.

Expected result: on the Queues report, Waiting shows 1 and turns red, because it reached the threshold from step 2. Click the magnifying glass on Waiting to see the caller, their position and how long they've waited.

See Drill into the Waiting KPI.

4. Let the agent take the call (Agent)

1. The agent clicks Start Working and answers the call.

Expected result: on the Queues report, Waiting goes back to 0 and Connected shows 1. On the Teams report, Agents Busy counts the agent.

See Queues core KPIs and Teams core KPIs.

5. Find the agent's call

1. On the Teams report, find the agent's team and click its Agents tab.
2. Click the agent's card to expand it. Use the search box if the team is large.
3. At the bottom of the card, find the call in the list of open tasks.

Expected result: the card shows the agent as Busy, and the open task shows the customer, the channel and how long the call has lasted.

See View agent metrics.

6. Listen in

1. Click Monitor on the call. A new browser window opens. Allow microphone access if your browser asks.

Expected result: you hear the agent and your colleague. Neither of them hears you or knows you're listening.

See Listen in to a conversation.

7. Whisper to the agent

1. In the monitor window, click WhisperWhisper – A Supervisor feature providing the ability to talk to (voice) or chat with (chat) the Agent of an ongoing Conversation. The customer is not aware of the Supervisor's presence..
2. Say something to the agent, for example "Offer the customer a callback."

Expected result: the agent hears you; your colleague doesn't.

See Use the whisper feature.

8. Barge in, then go back to listening

1. Click Barge inBarge-In – A Supervisor feature providing the option to participate in an ongoing customer-Agent Conversation as an equivalent 3rd party. Both the customer as well as the Agent hear (voice) or see (chat) the Supervisor. and say hello.
2. Click Monitor to go back to listening only.

Expected result: after Barge in, both the agent and your colleague hear you – it's a 3-way call. After Monitor, neither hears you any more.

See Use the Barge in feature and Return to monitor.

9. Drop out of the call

1. Click Drop call, then close the monitor window.
2. Ask the agent to end the call and close the task.

Expected result: you leave the call, and the call between the agent and your colleague goes on until they end it.

See Stop monitoring an agent call.

Chats too

You can monitor chats the same way. The monitor window lets you type messages that only the agent sees (Send to Agent), or to the agent and the customer (Send to Everyone). Emails can't be monitored live.

Part 3 – After the call (Supervisor)

10. Send the agent on a break

Use this when an agent forgot to take a break, or is Available but away from their desk.

1. On the agent's expanded card, click Change state.
2. In Change state to, choose a break.

Expected result: the card shows the break. The agent sees a notice that a supervisor changed their state. If the agent is busy, the break starts when they close their task.

See Change agent state.

11. Find the call afterwards

1. Go to Historical Reports › Tasks.
2. Filter by the agent, or search by your colleague's phone number.
3. Click the playback button on the task to play its recording.

Expected result: the test call is listed with the agent, queue, completion code and notes. New tasks can take a few minutes to show. The recording is there if recording is turned on for the channel.

To follow the whole conversation from the customer's side – including the workflow and any bot – use Historical Reports › Conversations instead.

See Task history and Conversation history.

To score the call against a quality script, see Quality management.

Check that it works

#	Do this	You should see
1	Open Queues and Teams under Realtime Reports	A dashboard for each of your queues and teams
2	Call the queue while no agent is available	Waiting shows 1 and turns red; the drill-down lists the caller
3	Let the agent answer	Connected shows 1; the agent's card shows Busy and the open call
4	Click Monitor	You hear both sides; nobody hears you
5	Click Whisper, then Barge in, then Monitor	Only the agent hears you, then both do, then neither
6	Click Drop call	You leave; the call goes on
7	Change the agent's state to a break	The card shows the break; the agent gets a notice
8	Open Historical Reports › Tasks	The test call, with its recording if recording is on

If it doesn't work

Symptom	Likely cause	Fix
A queue or team isn't in the reports	It isn't in one of your teams, or it's in another business unit	Add it to the team (Teams), then log out of the portal and back in
You don't see Realtime Reports in the portal	Your role doesn't include the reports	Ask your administrator (Roles)
Waiting doesn't turn red	No threshold set, or the value is below it	Step 2
There's no Monitor button on the task	The task is an email	Emails can't be monitored live
Monitor is greyed out	Your user's Type isn't Supervisor	Ask your administrator to make you a supervisor (Edit an agent)
You hear nothing in the monitor window	The browser blocked the microphone or speakers	Allow them for the portal site in your browser settings
The test call isn't in Task History	It's still being processed, or the filters hide it	Wait a few minutes; check the date range, direction and media group filters

Related

• Supervisor Guide
• Queues report
• Teams report
• Agents view of the Teams report
• Monitor agent conversations
• Task history
• Conversation history