The supervisor console

The supervisor console is the live view of your organization's calls for team leads. It shows every call that is ringing or connected right now, how loaded each agent is, today's figures, and lets you listen to a call silently or join it. It sits on top of the call register and the routing set-up: calls are routed to agents and taken in the softphone, and the console reads the same call records, live. The console is a widget, Supervisor Console, that an administrator places on an app page. No page with it is set up for you.

Overview

The console has three parts:

• Headline tiles: Active calls, Waiting, Queue backlog, Agents available, Agents busy, Handled today and Avg talk today.
• Active calls tab: every call that is ringing or connected, with a Completed today list below it. Each row opens a details window that includes the call's AI insights.
• Agents tab: one row per agent with presence, load, calls in progress, handled and missed counts and average talk time.

From a connected call you can Listen without being heard, then Barge in so that both the agent and the caller hear you.

The console is web only. It is not part of the field app.

When to use it

• During the shift, to see who is free, which calls are waiting and whether a queue is backing up.
• When a call needs help, to listen in and, if needed, join the conversation.
• After a call, to open its details and read the call insights without going through the call register.

How xMatix handles it

• Everyone's calls, by design. The console shows every call in your organization, whoever is handling it, and ignores record-level sharing. The only gate is the Supervise telephony (CTI) capability. Without it the console shows "Supervisor access required" and loads no call data at all.
• Live updates. Rows change as calls ring, connect and end. Agent and tile figures refresh when presence or routed work changes. If the live feed can't connect, the console checks for changes every 15 seconds instead. Updates pause while the browser tab is hidden and run again as soon as you come back to it. Refresh in the console header reloads everything at once.
• Monitoring is not counted. Listening or barging in never answers the call, never stamps its answer time and never attributes the call to you. Wait time, talk time and the agent's figures stay the same as if nobody had listened.
• "Today" starts at midnight UTC. Handled today, Avg talk today, the Completed today list and the per-agent daily figures count calls that started ringing since 00:00 UTC, not since your local midnight. In India, for example, the day turns over at 05:30.

Prerequisites

• Telephony is set up for your organization, with the built-in voice service. See Telephony configuration.
• Your security profile holds the Supervise telephony (CTI) capability.
• An administrator has placed the Supervisor Console widget on an app page you can open (see Configuration).
• To listen or barge in: a browser that can play audio, and a microphone if you want to speak.

Procedure

Step 1 — Open the console

Open the app page your administrator set up for supervision, for example a page named Supervisor console in your team leads' app. The console fills the page. Until your permissions have loaded it shows a short spinner.

• If you see Supervisor access required ("Ask an administrator for the Supervise telephony permission to view live calls."), your profile lacks the capability.
• Otherwise the tiles load and the Active calls tab opens, or the Agents tab if your administrator chose that as the first tab.

Step 2 — Read the headline tiles

Step 3 — Watch the live calls

The Active calls tab shows the number of live calls in its label, for example Active calls (3). Each row shows:

• Caller: the matched contact name (or the calling number when there is no match), with the account underneath.
• To: the number dialled.
• Agent and Queue: who is handling it and which queue routed it, or "—".
• Status: Ringing or In progress.
• Duration: a live timer that counts from the answer time, or from the ring start while the call is still ringing.

When a call ends it leaves this table and appears in Completed today, which lists the caller, Agent, Outcome, Talk time and Ended (in your browser's local time). That list shows up to the 200 most recent calls of the day, ten per page, and appears only when there is at least one. With no live calls the table reads "No calls in progress."

Step 4 — Open a call's details

Select Details on any row, live or completed. The window shows:

• the From and To numbers and the status;
• the agent ("unassigned" if nobody has been stamped yet) and the queue;
• Waited and Talked times once they are known;
• the AI call insights card, which loads by itself. See Call insights.

Close the window to go back to the tables.

Step 5 — Check agent load

Select the Agents tab. It lists every agent who has a presence record, plus anyone who handled a call today, in name order:

With nobody set up yet the tab reads "No agents are set up for routing yet."

Step 6 — Listen to a call

1. Make sure you are not on a softphone call yourself.
2. On a row with status In progress, select Listen.
3. A bar appears below the tables: Listening silently. You hear both sides; nobody hears you and you don't appear to the other participants.
4. If your browser blocked the sound, select Enable audio in the bar.

Listen is disabled on a ringing call ("Only connected calls can be monitored."), while you are on your own call ("End your own call first."), and on the call you are already listening to. Selecting Listen on a different call switches you to that call.

Step 7 — Barge in

1. While listening, select Barge in in the bar.
2. Confirm Join this call? ("Both the agent and the customer will hear you from the moment you join.") with Join call.
3. The bar changes to You are live on this call. Use Mute me and Unmute me to control your microphone.

If the browser can't use your microphone you still join, but the bar shows you as muted and you can only listen.

Step 8 — Stop monitoring

Select Stop in the bar. Monitoring also stops on its own when:

• the call ends ("The monitored call ended.");
• you leave the page that holds the console.

Business rules

• *Live means Ringing or InProgress. The active table, the Listen* button and the server all check this. A call left in one of these statuses stays in the active table, whatever day it started, until someone ends it.
• Unanswered calls count as handled. A call nobody answered ends as Completed with no answer time, so it is included in Handled today and in the agent's Handled today if the call was stamped to them. It has no talk time, so it does not lower Avg talk.
• Calls logged from another dialler are saved as Completed straight away. They appear in Completed today and today's figures, never in the active table, and can't be monitored.
• Busy is about work, not presence. Agents busy counts anyone with routed work assigned or accepted, even if their presence says Available or Offline.
• Queue backlog counts active queues only. Waiting work in an inactive queue, or with no queue, is not included.
• Monitoring needs the built-in voice service. A listen or barge request is refused when your organization's telephony provider doesn't support joining calls, and the console shows "Could not start monitoring — the call may have ended."
• Monitoring never changes the call record. It adds no participant to the call's figures, sets no outcome and is not written to the call's timeline.
• No whisper. There is no mode where only the agent hears you. Barge in is heard by everyone on the call.

Example

A support team runs two queues. At 10:20 a team lead opens the Supervisor console page in the team's app.

1. The tiles read Active calls 3, Waiting 2, Queue backlog 1, Agents available 0, Agents busy 4. Every agent is taken and one call is waiting for an agent.
2. On the Agents tab, one agent shows Load 2/2 and On call 1: that agent's capacity is used up.
3. On the Active calls tab, one In progress call has been running for 14 minutes. The lead selects Listen and hears the customer asking about a refund the agent can't approve.
4. The lead selects Barge in, confirms Join call, introduces themselves and approves the refund. Then they select Stop.
5. When the call ends it moves to Completed today with the outcome the agent chose at wrap-up. The lead opens Details to read the call insights.

The call record keeps the agent as the handler, with the agent's wait and talk times. Nothing on it shows that the lead joined.

Training

Practice exercise

In a sandbox with telephony set up, and with two colleagues to help:

1. As an administrator, give your practice profile Supervise telephony (CTI) and add the Supervisor Console widget to a test app page (see Configuration).
2. Have colleague A call a number routed to colleague B's queue. Don't answer yet.
3. Open the console. Expected: the call shows as Ringing, Waiting is 1 and Listen is disabled.
4. Have colleague B answer. Expected: the status changes to In progress, Active calls is 1 and the duration timer starts.
5. Select Listen, then Barge in, and say hello. Expected: both colleagues hear you only after you join.
6. Select Stop and have colleague B hang up. Expected: the call moves to Completed today, and in the call register it shows colleague B as the agent.

Quick reference

• Only users with Supervise telephony (CTI) see any data in the console.
• Listen works only on In progress calls, and never while you are on your own call.
• Barge in asks for confirmation; everyone hears you after that.
• Stop, the call ending or leaving the page ends monitoring.
• Monitoring never changes the call's answer time, agent or figures.
• "Today" starts at midnight UTC.
• Missed stays 0; unanswered calls are counted in Handled today.
• Details on any row shows timings and the AI call insights.

Permissions

The capability lets its holder see every call in the organization, whoever owns it, so give it only to the people who supervise agents. Without it the console shows Supervisor access required and requests no data. The capability belongs to the Metadata Administration feature, so the profile must also hold that feature. The built-in SystemAdmin profile is given the capability; every other profile needs it granted.

Configuration

Grant the capability

1. Go to Setup → Access Control → Profiles and open the profile your team leads use (or clone one for them).
2. On the Entitlements tab, grant Supervise telephony (CTI).
3. Save. Capability changes can take up to about 2 minutes to reach users who are already signed in. They don't need to sign in again.

See Security profiles and the grant matrix.

Place the console on a page

1. Go to Setup → Design Studio → Apps → App Pages and select New. Enter a Label, set Page type to Custom, and save.
2. On the page's row, select Web Design.
3. In the designer, drag Supervisor Console from Generic Components onto the page, set its properties (below) and save.
4. Go to Setup → Design Studio → Apps, open the app your team leads use, select Manage Items and add the page to the app's navigation.
5. Check that your team leads' profiles can open that app and page.

Console properties

Settings the console depends on

• Queues, agent pools and capacity decide what appears under Queue, Load and Queue backlog. See Inbound routing.
• The telephony connection decides whether monitoring is possible. See Telephony configuration.
• Contact and account phone numbers decide whether a caller shows by name. See Calls, dispositions and recordings.

Common problems

I see "Supervisor access required"

Cause: none of your security profiles holds Supervise telephony (CTI), or it was granted only a moment ago.

Fix: ask an administrator to grant it (see Configuration), then wait about 2 minutes and reload the page.

Listen is greyed out

Cause: the call is still Ringing, you are on a softphone call yourself, or you are already listening to this call. Hover over the button to see which.

Fix: wait for the call to connect, or end your own call first.

"Could not start monitoring — the call may have ended."

Cause: the call ended between the refresh and your click, or your organization's telephony provider doesn't support joining calls.

Fix: select Refresh and try a call that is still In progress. If it happens on every call, ask your administrator to check the telephony connection.

"Could not connect to the call audio."

Cause: your browser couldn't connect to the voice service, for example because a network or firewall blocks it.

Fix: try again. If it keeps failing, try another network or ask your administrator.

I am listening but hear nothing

Cause: the browser blocked sound until you interact with the page.

Fix: select Enable audio in the monitoring bar.

A call has been in the active table for hours

Cause: the call's end was never recorded, so it is still Ringing or InProgress. It also inflates Active calls or Waiting.

Fix: have the agent, or anyone who can see the call, choose End this call on it in the softphone Calls drawer. See Calls, dispositions and recordings.

The Agents tab is empty

Cause: no agent has a presence record yet and nobody has handled a call today.

Fix: agents appear once they go online in the softphone. Check that they are in an active queue's agent pool. See Inbound routing.

Today's figures reset in the middle of the morning

Cause: the console's day starts at midnight UTC.

Fix: none in the console. For figures by your local day, filter the call register on Ring start.

Common questions

Why does the Missed column always show 0?

The column counts calls with status Missed or Declined, and the platform never writes those statuses. A call nobody answered ends as Completed with no answer time, so it is counted in Handled today instead. To find unanswered calls, use the call register and filter on an empty Answered. See Calls, dispositions and recordings.

Does listening affect the call or its figures?

No. A silent listener is hidden from the call and is never treated as the person who answered. The answer time, wait and talk times and the agent stamped on the call stay as they would have been without you. Barging in changes the conversation, because everyone hears you, but it still does not change the call record or the agent's figures.

Can I coach an agent without the caller hearing?

No. The console has Listen, which nobody hears, and Barge in, which everyone hears. There is no mode in between. To coach privately, listen, then talk to the agent after the call.

Can I monitor an agent rather than a call?

Monitoring attaches to a call. Find the agent's current call in the Active calls table, using the Agent column, and select Listen there. The Agents tab gives the per-person view: presence, load and today's figures.

Can I move a waiting call to another agent from the console?

No. The console shows queues and agents but has no reassign or transfer control. The softphone Transfer button doesn't move the call either. See Using the softphone.

Can I use the console on my phone?

No. The console is a web widget for the desktop browser and is not part of the field app.

Related topics

• Engagement overview
• Call insights
• Calls, dispositions and recordings
• Inbound routing
• Using the softphone
• Telephony configuration
• Security profiles and the grant matrix
• Engagement troubleshooting