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Nextiva NEXT - Supervisor View

Article 000003943 · Updated Mar 16, 2026 · 2,287 views

Accessing the Supervisor View

If you do not have Supervisor-level access, then you will not be able to view the Supervisor View. As a Supervisor, perhaps you have an Agent who is struggling with a difficult customer, and you want to send the Agent a message to tell them a possible solution, or listen in on their phone call. Or you want to make sure all Agents under your care are logging in and out of CX Mode as they should be. Perhaps you need to check on someone’s break schedule or monitor their screen activity. All of these tools and more are available from the Supervisor View.

  1. Log in to NEXT via https://app.nextiva.io/lioncc/.

    • Your login information was emailed to you from no-reply@nextiva.com. This email is triggered when a user is created in NEXT.

  2. Select the Supervisor View icon on the left-hand side of NEXT under the Favorites section.

 

  1. You are now viewing the Supervisor View.

  2. Select the tabs along the top of the View to view the different Supervisor View areas. See the sections below for details on those tabs.

Supervisor View Areas

Each of the sections below is a specific tab along the top within the Supervisor View. The different views allow you as a Supervisor to track and monitor your team’s work and assist them as needed.

Summary

The Summary view gives a high level overview of multiple areas a Supervisor has access to within the Supervisor View. This includes total active tickets, the rates of success for those tickets, the tickets in the queue, a summary of all shared inboxes that you manage as a Supervisor, and a summary of the Live engagements tab as well as the User activity tab.

Summary Widgets

As a Supervisor, think of this section as a high level view of how all of the Shared inboxes you are a Supervisor for are doing at this moment in time. You may have more than one shared inbox that you manage, or you might only have one. Regardless, the numbers or percentages listed here will reflect all of your shared inbox averages/totals.

 

The Summary widgets show high level information on:

Active Conversations

  • Total: Total number of conversations currently active across all shared inboxes you are a Supervisor of, regardless of whether they are being handled by a human agent or an AI Employee.

  • With users: The number of active conversations currently being handled by a human agent across all shared inboxes you are a Supervisor of.

  • With AI: The number of active conversations currently being handled by an AI Employee across all shared inboxes you are a Supervisor of.

AI To User Handoff

  • AI Received: The total number of conversations that were initially received and handled by an AI Employee across all shared inboxes you are a Supervisor of.

  • Transferred: The total number of conversations that the AI Employee handed off to a human agent across all shared inboxes you are a Supervisor of.

In Queue

  • Total: Total number of tickets in all of the shared inboxes' queues that you are a Supervisor of. These are the active customers who are currently waiting to have their ticket accepted by an Agent.

Wait Time

  • Longest: The longest wait time before a call/SMS/chat/email is answered across all of the shared inboxes' queues for any customer.

  • Average: The average wait time before a call/SMS/chat/email across all of the shared inboxes' queues for all customers.

Abandons

  • Total: Total number of calls, SMS, live chats, social media messages, emails, etc that are discarded by customers across all of the shared inboxes' queues that you are a Supervisor of before the customer gets help from an Agent.

  • Percent: Across all of the shared inboxes' queues you are a Supervisor of, this metric shows the % of people who hung up while they were waiting on hold, left the live chat queue while waiting for an Agent, etc before they received an Agent’s help.

Service Level

  • Total percent: Total service level % is across all of the shared inboxes' queues that you are a Supervisor of, showing how well or poorly all of your Agents are responding to incoming tickets, based on the set SLAs (SLAs are set by an Admin within NEXT).

    • These metrics help indicate if Agents are answering calls, SMS, live chats, social media messages, emails, etc quickly enough. It can help indicate to you as a Supervisor if you need to move Agents from one shared inbox to another, or have more Agents log into CX Mode.

Inbox Summary

As a Supervisor, you need a quick glance view of the number of customer tickets (calls, SMS, live chats, etc) waiting for an Agent to respond to them within each queue that you are a Supervisor for. You may have several shared inboxes listed, or only one.

 

Each shared inbox shows you:

  • In queue: Number of tickets currently waiting in the queue for any Agent to accept those items.

  • Longest waiting: The longest wait time for that queue for any one customer before their ticket is accepted by an Agent.

  • Avg wait time: The average wait time for that queue for customers before their ticket is accepted by an Agent.

  • Abandon %: How many customers are hanging up, ending a live chat, etc before the ticket is picked up by an Agent, percentage wise.

  • Service level %: This percentage is based off a set period of time (set as an SLA by a company administrator within NEXT) that your Agents need to answer calls in, respond to live chats in, emails, SMS, or social media messages. The Service level % is the how close Agents are to hitting that metric.

    • As a Supervisor, this can help you determine if you need to have more Agents log into CX Mode to respond to incoming tickets, or move some Agents from one shared inbox to another.

You can use the filters in the corner of this section to narrow or broaden your view further to only certain inboxes or channels.

 

In Queue Summary

As a Supervisor, at a quick glance, see the names of customers who are waiting across all shared inbox queues, across all tickets (SMS, calls, live chats, social media messages, etc) when Agents are in CX Mode.

 

You will see people who are saved as contacts and unknown customers. The In queue view shows quickly the customer(s) who have been waiting the longest at the top, across all Shared inboxes that you are a Supervisor for.

Select the blue Show details button to be taken to a more detailed view of customers waiting in the queue.

 

Live Engagements (Overwatch) Summary

Quickly view which of your Agents are talking with customers on specific, active tickets.

 

  • User: View which Agent(s) are currently interacting with a customer.

  • Contact: Which customer is currently being interacted with.

  • Channel: You can see what method the customer is currently using to get help (SMS, email, live chat, calls, social media messages, etc).

  • Duration: See how long that specific ticket has been open so far.

  • Sentiment: Quickly determine if the customer is happy or upset at the moment with these icons.

Use the filter to sort the Live engagements further:

 

You can select Show details to be taken directly to the Live engagements tab.

 

User Activity Summary

At a quick glance, see which of your Agents are currently interacting with a customer, on a break, away on lunch, or are working on other tasks.

 

  • User: View which Agent(s) are currently interacting with a customer.

  • Status: If Agents are currently online, in CX Mode, on a break, etc.

  • Duration: How many minutes/hours the Agent has been in that particular status.

    • Example: John Weston has been on break (his Status) for 45 minutes (the duration of that status).

  • % Available: Shows what percentage of the day Agents have been available to accept incoming customer tickets while the Agents are in CX Mode.

    • Example: If John Weston was on 1 break and was at lunch for 15% of the day, and the rest of the day he is supposed to be interacting with customers, then he should be available to accept incoming customer tickets the rest of the time, except when he is already engaging with customers.

Use the filter to sort your User activity view:

 

Select the Show details button to quickly go to the User activity tab in the Supervisor View:

 

Inbox Details

Within Inbox details, a Supervisor can see a more detailed view of each Shared inbox they are a Supervisor for, and how their Agents are handling incoming tickets from customers within those inboxes.

 

Inbox Activity

See the total number of inboxes you are a Supervisor of with details on:

  • In queue: The number of tickets currently in the queue,waiting for an Agent to accept the ticket.

  • Longest waiting: Of the customers currently waiting in the queue, the minutes/seconds the longest one has been waiting for help from an Agent.

  • Avg wait time: The average across all customers currently waiting in that queue, how long it takes before they are working directly with an Agent.

  • Abandons: How many customers hang up, end a live chat, etc before the ticket is picked up by an Agent.

  • Abandon %: How many customers are hanging up, ending a live chat, etc before the ticket is picked up by an Agent, percentage wise.

  • Service level %: This percentage is based off a set period of time (set as an SLA by a company administrator within NEXT) that your Agents need to answer calls in, respond to live chats in, emails, SMS, or social media messages. The Service level % is the how close Agents are to hitting that metric.

    • As a Supervisor, this can help you determine if you need to have more Agents log into CX Mode to respond to incoming tickets, or move some Agents from one shared inbox to another.

  • Avg handle time: How much time for that day/shift, on average, an Agent has spent accepting incoming tickets and engaging with customers.

     

     

You can expand each Shared inbox further to see what items are being worked on or are in the queue by selecting the drop down arrows next to the Shared inbox name:

 

Use the filters to adjust your view as a Supervisor to narrow or broaden your Shared inbox view:

 

In Queue

In queue is used by a Supervisor to see which customers are currently waiting for help from an Agent, and which Shared inbox they are waiting in.

 

It provides a high level view for the Supervisor to see:

  • Wait time: How long the customer has been actively waiting in the queue to get help from an Agent.

  • Inbox: What shared inbox the customer is waiting in.

  • Channel: How the customer contacted the company today. Via phone, email, SMS, live chat, etc.

  • Recent ticket: The last time the customer reached out, what was their most recent interaction with our company; what was their ticket number.

Sort the In queue view so you can look at which customers has the longest or shortest wait time or to see which position customers are in, within the queue, using the gray arrows at the top:

 

Use the filters along the top to further sort the In queue area:

 

Live Engagements

Monitor your Agents work to see how well they are handling customer tickets in this area. You can also see a high level overview of which Agents are assisting customers. Dive deeper and look at any interaction between your Agent and the customer they are currently interacting with.

 

Engagement Preview

Hover over a particular Agent’s name to see what the status of their ticket is. You will see this preview screen, which shows you as the Supervisor how the interaction is going:

 

In the Engagement preview window, you can see an AI summary of how the interaction is going, how long the Agent has been working with that customer, a transcript of their conversation, what type of interaction the Agent is having with the customer (live chat, SMS, social media message, email, call), and how well the call is going (Sentiment).

  • You can select View ticket to see the ticket. Select the Monitor agent button to view an Agent’s screen while they are working with a customer.

  • Select the Start a collaboration with agent box to send the Agent an internal collaboration message, which will pop up directly in their ticket so that they can read it and respond.

     

    • Read the Shared Inbox - NEXT KBA, Using Collaborating while working a Shared Inbox ticket section of the article for more information about how the Collaboration chat works within a ticket.

Monitoring Agent Activities

If you want to look at an Agent’s screen and the ticket they are actively working on, you can Select on the blue Monitor agent button from the Engagement Preview window, as described above.

Once you select Monitor agent, you will see your Agent’s screen. The large green box around the screen indicates to you as the Supervisor that you are viewing their screen. The Agent will see an eyeball icon in the corner to indicate that their screen is being monitored.

To stop monitoring an Agent’s screen, select the green back arrow or the End button, in one of the upper corners of the green box.

 

When looking at an Agent’s screen, if there is an active call, you will see the voice transcription. You can read what is being said, join the call to actively talk to the customer with the Join Call button, or select the Listen button to silently listen into the call.

 

Join an Agent’s Active Call

Joining a call allows you to speak with both the agent and the customer.

To join a call:

  1. While viewing an active engagement, select Join.

  2. You are connected to the call and can speak with both the agent and the customer.

When you join:

  • Call controls appear at the top of the screen

  • The agent and customer can hear you

Use this option when direct supervisor participation is required.

Whisper to an Agent

Whisper allows you to coach an agent privately during a live call without the customer hearing you.

Start a Whisper

  1. While monitoring an active call, select Whisper.

  2. You can speak to the agent privately. The customer cannot hear you.

End a Whisper

  • Select End Whisper to stop private communication with the agent.

Whisper mode is ideal for real-time coaching, guidance, or corrections during live calls.

Important

  • Listen, Whisper, and Join are available only to supervisors with access to the Supervisor View.

User Activity

In the User Activity tab, you can view a list of all of your Agents and what their status is (on a break, at lunch, ready in CX Mode, etc) as well as see their general work activities for that day.

 

Chart Columns - User Activity

  • User: The Agent's names that you are a Supervisor of.

  • Status: If Agents are online, in CX Mode, on a break, etc.

  • Duration: How many minutes/hours that Agent has been in that particular status.

    • Example: John Weston has been on break (his Status) for 45 minutes (the duration of that status).

  • % Available: Shows what percentage of the day Agents have been available to accept incoming customer tickets while the Agents are in CX Mode.

    • Example: If John Weston was on 1 break and was at lunch for 15% of the day, and the rest of the day he is supposed to be interacting with customers, then he should be available to accept incoming customer tickets the rest of the time, except when he is already engaging with customers.

  • Avg handle time: How much time for that day/shift, on average, an Agent has spent accepting incoming tickets and engaging with customers.

  • Sign in time: The time when Agents signed into CX Mode.

  • Inboxes: A list of which shared inboxes each Agent is assigned to. This could be one or multiple.

  • Channel: A channel refers to the type of communication method that was used. This could be an email, phone call, live chat, social media, SMS. Items that are highlighted in blue in this column indicated that those are the channels an Agent is supporting during that day/shift, while they are in CX Mode.

    • Example: An Agent might only be handling calls for one day, then the next be supporting live chat, SMS, and social media (or any combination of these), which is why only certain channels might be selected on any given day.

  • Message: Select this button to quickly send an internal message through My inbox to a particular Agent. See My Inbox for more details on My inbox.

You can use the filters in the corner of this section to narrow or broaden your view further:

 

User History

In this tab, you can look at the work activities of one Agent at a time, using the User history details drop down at the top of the list. This will give you a log of all of the Agent’s activities for that day.

 

Chart Columns - User History

  • From: The person who initiated the exchange. This could be the Agent, or the person they were talking to.

  • To: Who the exchange was sent to. This could be the Agent, or the person they were reaching out to.

  • Channel: The type of communication method that was used. This could be an email, phone call, live chat, social media, SMS.

  • Address: The method the customer or Agent used to reach out. This could be an email address, phone number, or social media handle.

  • Time: The time that interaction initially occurred.

  • Duration: How many minutes/hours the Agent was working on that particular activity.

  • Sentiment: For that ticket and/or interaction, this symbol indicates how positively or negatively the exchange went. This could be with a customer or with another employee.

  • Ticket ID: The ticket number associated with that ticket interaction.

  • Ticket Summary: A short summation of the interaction between the Agent and whoever they were interacting with, pulled from the ticket information.

You can use the filters in the corner of this section to narrow or broaden your view further:

 

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