Supervisor Dashboard - Managing Agents
The first time using Supervisor Dashboard, no live data will be provided regarding agents' ACD status. In order to view and modify the ACD status of an agent, agents need to be selected.
Add Agents to Monitor List
In order to be able to monitor agents and see them in the dashboard, the agent needs to be assigned to the supervisor in the call center settings. Click here for instructions to modify the agents and supervisors in a call center.
- Click the pencil icon next to the Agents header.
- Select the agents to view from the list. Up to 50 can be monitored at one time.
- Click Save.
- See the Saving the Dashboard section of the Supervisor Dashboard article to avoid having to do this each time you log in.
Agent Status
The status colors next to each monitored agent mean different things
| Phone State | ACD State | Icon | Description |
|---|---|---|---|
| Idle | Available | The agent is idle and available to take a call from the queue(s). | |
| Ringing | Available | The agent's phone is ringing, and the agent is in the available state | |
| Any | Unavailable, Sign-In, Sign-Out | The agent is not available to take ACD calls. | |
| Idle, Ringing | Wrap-Up | The agent is in wrap-up, performing after-call work; they may or may not be able to take calls depending on the call center configuration. | |
| In Use | Available | The agent's phone is off-hook, indicating the agent is on a call. They may or may not be able to take calls depending on the call center's call waiting settings. | |
| Do Not Disturb | Any | The agent has Do Not Disturb enabled. Their line will automatically reject any inbound ACD call. | |
| Call Forwarding Always | Any | The agent has call forwarding always enabled on their line. | |
| Private | Any | The agent has their phone status privacy enabled. To view their status, this privacy setting needs to be changed and the supervisor dashboard will need to be re-launched. | |
| Unknown | Any | The agent is currently not being monitored. |
Changing an Agent's ACD State
A supervisor can change the ACD state of an agent they are monitoring. This can be useful if an agent forgot to sign out at the end of their shift or is spending too much time unavailable when they should be taking calls.
- Click on the name of a monitored agent.
- Click the ACD button.
- Select an ACD state from the options.
- The selected ACD state is automatically applied.
Silent Monitoring
Supervisors who also have an enterprise or ultimate license assigned to them can silently monitor their agents, allowing them to listen to a call without being heard. Silent monitoring is done through the primary phone assigned to the supervisor and not through the supervisor dashboard directly.
By default, the system blocks agents from being silently monitored. To remove this restriction, please submit a case to Nextiva support listing out the agents that need to be monitored.
There are two options to monitor:
- SM - This will start silent monitoring on the agent's current call.
- SMN - This will start silent monitoring on the agent's next call.
When you click the SM or SMN button, your primary phone will ring with an inbound call. Answering it will start the silent monitoring process.