The supervisor console is the live operating picture of your organization's calls: everything ringing or in progress right now, how loaded each agent is, today's numbers, and the ability to listen to — or join — a call that needs help. It is available where your organization has telephony configured, and it is deliberately privileged: holders of the supervise telephony permission see every call on the organization, because a supervisor who can only see their own calls supervises nothing. Without the permission the console shows an access-required notice and opens no data feed at all.
The console is a widget your administrators place on a page — typically a dedicated full-page view for team leads.
The live picture
Headline tiles summarize the moment: active calls, calls waiting, queue backlog, agents available, agents busy, calls handled today, and today's average talk time.
Active calls lists every ringing and in-progress call with the matched caller name and account, the dialed number, the handling agent, the queue, status and a live-ticking duration. Completed calls drop into a completed today list beneath it — caller, agent, outcome, talk time, end time. Each row opens a details view with the full timings, wait and talk figures, and the call's AI insights.
Agents shows each routed agent's presence, current load against their capacity, calls in progress, handled and missed counts for the day, and average talk time — the view that answers "who has room for one more?" at a glance.
Rows update from the live call feed as calls ring, connect and end; when the live feed is unavailable the console falls back to polling, and a refresh also runs whenever you return to the tab. The numbers you act on are current either way.
Listening and barging in
From an in-progress call's row, Listen joins you to the call audio silently — the conversation continues undisturbed while you hear both sides. From a listening session, Barge in escalates you to a live participant, behind an explicit confirmation that states the consequence plainly: both the agent and the customer will hear you from the moment you join. While barged you can mute and unmute yourself; Stop leaves the call either way, and if the monitored call ends the session ends with it.
Two built-in constraints keep monitoring honest:
- You cannot monitor while on your own call — end yours first.
- Only connected calls can be monitored — there is nothing to hear on a ringing one.
Crucially, monitoring is invisible to the call's bookkeeping. A supervisor joining is never counted as the call being answered, never stamps the answer time, and never attributes the call to the supervisor — wait-time and talk-time metrics, and the agent's own stats, stay exactly as if no one had listened. Monitoring observes the numbers; it does not participate in them.
Common questions
Why can't I see the console — or why is it empty?
If you see "Supervisor access required", you lack the supervise telephony permission; an administrator grants it via security profiles. If the console renders but shows no calls, there are simply none active — check the completed-today list and the tiles to confirm the feed is alive before suspecting a fault.
Does listening affect the call or its metrics?
No. Silent listening adds no audio and no participant the metrics recognize: answer times, durations, and per-agent attribution are computed as if you were not there. Only barging changes the conversation — and it announces itself by being audible.
Can I monitor an agent rather than a call?
Monitoring attaches to a call, not a person — pick the agent's current call from the active grid. The Agents tab is the per-person view (load, handled, missed, averages), and the details drawer plus call insights cover the review-after-the-fact case without live audio.