Supervisor Dashboard — Live Queues and Agent Performance on One Screen
Every conversation, agent, queue, and SLA — monitored live with instant intervention tools.
Realtime Monitor
⚡Queue spike predicted in ~18 min based on historical patterns
In short
Supervisor Hub gives CX supervisors one live view of every queue and agent. It shows incoming and waiting conversations, workload per agent and team, and agent performance across WhatsApp, Instagram, Facebook, webchat and email. Supervisors move conversations between agents in real time and track SLAs.
Every metric. Always live. Always current.
Real-time monitoring for digital channels, with no refresh and no lag. What you see is what is happening now.
Instant awareness
Conversation state updates instantly. No polling, no stale dashboards.
Act before it escalates
See queues building and SLAs approaching. Rebalance before customers feel it.
One view, full picture
Volume, capacity, queue depth across brands and regions — at a glance.
Realtime Monitor
⚡Queue spike predicted in ~18 min based on historical patterns
An agent performance dashboard with three live views
Three tabs, each for a different level of operational visibility.
Workgroups
Every team side by side — members, conversations, handle times. Spot pressure before SLAs breach.
- Ready/all members per workgroup
- Active, queued, pending, resolved counts
- Longest handle time and longest waiting time
- Filter by media type (all channels or specific)
- Manage workgroup settings inline
Members
Agent status, workgroups, active conversations, handle times — searchable. Know who's doing what.
- Agent status duration (how long in current state)
- Assigned groups count
- Active and pending interaction counts
- Longest handle time per agent
- Filter by workgroup, status, or search by name
Interactions
Every live conversation — customer, channel, agent, status. Join, transfer, or escalate directly.
- Customer name, channel, workgroup, and agent
- Conversation status (Active, Pending, Snoozed)
- Start time and last activity timestamp
- Filter by workgroup, channel, agent, or status
- One-click actions: join, check, transfer, escalate
Find any conversation, agent, or workgroup in seconds.
Combine channel, workgroup, agent, status, and labels — surface what matters instantly.
Search anything
Conversations, agents, or workgroups — instant results as you type.
Filter by channel
Isolate conversations from any connected channel in one click.
Filter by workgroup
See one team's members, conversations, and queue depth.
Filter by labels
Surface tagged conversations — VIP, escalation, billing — across all workgroups.
Organise teams the way your operation works.
Each workgroup has its own members, priorities, routing, and metrics.
- Create by function, region, product line, or custom criteria
- Priority levels — VIP workgroups get conversations first
- Assign members with roles and skill levels
- Agent readiness control — per workgroup, self-managed or locked
- Link routing flows with workgroup-specific automation
- Per-workgroup metrics: volume, resolution rate, handle time, CSAT
Control who's available, where, and how work gets assigned.
Per-workgroup, per-agent availability in real time. Every change feeds routing, capacity, and performance reports.
Real-time availability control
Per-workgroup readiness
Ready in Sales, unavailable in Support — simultaneously. Toggle readiness per agent, per workgroup, instantly.
Controlled flexibility
Let agents self-manage availability or lock it to supervisor-only control. Critical for SLA-bound teams.
Availability in reports
Status changes tracked — ready, idle, per-workgroup time. Data-backed reviews.
Capacity thresholds
Set max concurrent conversations per agent, globally or per workgroup. Prevents overload automatically.
Intelligent conversation assignment
Skills-based routing
Route by skills, language, or expertise. Billing disputes go to billing-trained agents, not whoever's next.
Dynamic bandwidth allocation
Load balances by capacity, skills, priority. VIP spikes shift bandwidth.
Rule-based assignment
Routes by workgroup, language, custom rules. VIPs get senior agents.
Priority-based service groups
VIP and escalation groups get conversations first. General support fills remaining capacity. Configurable and instant.
See real-time supervision in action
Monitor every agent, every queue, every SLA — all in real time.
See a problem. Fix it. In seconds.
Monitoring without action is just watching. These are the tools to intervene.
Join any conversation
Read any live conversation in real time — agent, customer, and AI activity — without the customer knowing.
Transfer & reassign
Move conversations between agents or workgroups. Full context travels with the transfer.
Force escalation
Override routing and escalate to senior agent or supervisor queue. Immediate judgment when needed.
Agent performance
Real-time stats per agent — active conversations, response time, handle time, CSAT. Coach in the moment.
Workgroup rebalancing
Move agents between workgroups on the fly. Rebalance in seconds, no config changes.
SLA intervention
At-risk conversations highlighted before breach. Reassign, escalate, or handle it yourself.
Every past conversation. Searchable.
Search by customer, agent, channel, date, or CSAT score. Open any conversation in investigation mode with full context — built for QA, compliance, and coaching.
Agents handle every conversation in the unified inbox, and trends over time are reported in conversation analytics and CSAT dashboards.
See Investigation Mode in the InboxRealtime Monitor
Your operation at a glance.
Realtime Monitor
⚡Queue spike predicted in ~18 min based on historical patterns
Supervisor questions
What tools let supervisors monitor agent performance across all channels at once?
Supervisor Hub shows every agent and queue across WhatsApp, Instagram, Facebook, webchat and email on one screen. Supervisors see active and waiting conversations, handle times, response times and CSAT for each agent, updated live. Filters by channel, workgroup or label narrow the view, so problems on one channel are easy to spot.
Which agent apps provide real-time analytics and reporting for supervisors?
Tactful AI gives supervisors live metrics inside the same platform agents use. Supervisor Hub shows queue depth, agent status and handle times as they change. For trends over time, the conversation analytics and CSAT dashboards report on volume, resolution, sentiment and satisfaction by team, agent and channel.
How can managers see if we have enough agents for the volume on WhatsApp, Instagram and Facebook?
Supervisor Hub compares incoming and waiting conversations with the agents who are ready in each workgroup. Managers can filter by channel to see where queues build up, and capacity limits show when agents reach their maximum. Reports on availability and volume over time help managers plan shifts for busy periods.
Can managers redistribute conversations when an agent is overloaded?
Yes. Supervisors can transfer conversations between agents or workgroups in real time, and the full history moves with each conversation. They can also move agents between workgroups or change capacity limits. Conversations close to an SLA breach are highlighted, so supervisors know which ones to move first.
Stop managing blind. See every queue, agent, and SLA in real time.
Supervisors catch issues before escalation and achieve +40% CSAT with real-time visibility.
30-minute personalised walkthrough. No slides, no pressure.