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Live Monitor
The Live Monitor gives supervisors a real-time view of team activity across all channels. You can see which agents are online, how many conversations they are handling, and intervene when needed using monitor, whisper, barge, and takeover controls.
Navigate to the Live Monitor tab in the sidebar to open this view. The tab is only visible to users with the agents.monitor permission.
INFO
The header displays a pulsing green LIVE badge to indicate that data refreshes automatically every 10 seconds without requiring a manual reload.
KPI Stats Row
At the top of the view, four stat cards provide a snapshot of current contact center health.
| Card | Description |
|---|---|
| Active Now | Number of agents currently online. The subtitle shows the total active conversation count. |
| In Queue | Number of conversations waiting to be assigned. Turns red when the count exceeds 5, amber when above 2, and green when the queue is clear. |
| Avg Wait | Average wait time for conversations in queue. Displays "Within SLA" or "Above SLA" based on whether the value is under 60 seconds. |
| SLA Compliance | Percentage of conversations answered within the SLA target. Shows "On target" when 90% or above, "Below target" otherwise. |
Each card includes a trend indicator (up or down arrow) to show whether the metric is moving in a favorable direction.
Supervisor live monitor showing KPI cards for Active Now, In Queue, Avg Wait, and SLA Compliance with trend indicators, and an active agents table with name, status badge, active count, channels, handled count, and action buttons
Active Agents Table
Below the stats row, a table lists every agent currently tracked by the supervisor dashboard.
| Column | Description |
|---|---|
| Agent | Avatar with initials and the agent's display name |
| Status | Badge showing the agent's current state -- online, busy, away, or offline |
| Active | Number of conversations the agent is currently handling |
| Channels | Comma-separated list of channels the agent is working on (e.g., WhatsApp, Voice, Web Chat) |
| Handled | Total number of conversations the agent has handled today |
| Actions | Monitor, Whisper, and Barge buttons (visible only with agents.monitor permission) |
Expanding an Agent Row
Click any agent row to expand it and load the agent's active conversations. The expanded section shows each conversation with the following details:
| Field | Description |
|---|---|
| Channel | Color-coded badge indicating the conversation channel |
| Status | Current conversation status |
| Last Message | Preview of the most recent message in the conversation |
| Messages | Total message count for the conversation |
| Takeover | Button to take ownership of the conversation (requires agents.monitor permission) |
Click the same agent row again to collapse the expanded section.
Supervisor Actions
The Actions column provides three intervention modes. Each button calls the supervisor API to initiate a monitoring session.
Monitor (Silent Listen)
- Click the headphones icon in the agent's Actions column.
- The system establishes a monitoring session and opens the SupervisorCallPanel overlay.
- You can observe the agent's conversations in real time. The agent and customer are not aware of your presence.
Whisper (Coach the Agent)
- Click the record_voice_over icon.
- The SupervisorCallPanel opens in whisper mode.
- Messages or voice you send are delivered only to the agent. The customer does not see or hear your input.
Barge (Join the Conversation)
- Click the campaign icon.
- The SupervisorCallPanel opens in barge mode.
- You join as a full participant. Both the agent and the customer can see or hear you.
WARNING
Barge mode is disruptive to the customer experience. Use it only when immediate intervention is necessary, such as when an agent is providing incorrect information or a conversation is at risk of escalation.
Takeover
When viewing an agent's expanded conversation list, click the Takeover button on any conversation to transfer ownership from the agent to yourself. The agent is removed from the conversation and you assume control.
After a takeover, the agent list refreshes automatically to reflect the change.
SupervisorCallPanel Overlay
When you start any monitoring session (Monitor, Whisper, or Barge), a floating overlay panel appears in the bottom-left corner of the screen. The panel displays:
| Element | Description |
|---|---|
| Agent name | The name of the agent being monitored |
| Mode badge | Current monitoring mode -- green for Monitor, blue for Whisper, red for Barge |
| Timer | Elapsed time since the monitoring session started (MM:SS format) |
| Mode toggle | Three buttons to switch between Listen, Whisper, and Barge modes without leaving the session |
| Leave button | Ends the monitoring session and closes the overlay |
You can switch modes mid-session by clicking the mode toggle buttons. The system calls the appropriate supervisor API endpoint to transition the session.
Supervisor call panel overlay showing agent name, mode badges for Monitor (green), Whisper (blue), and Barge (red), elapsed timer, mode toggle buttons, and leave session button
TIP
The SupervisorCallPanel works for both chat and voice monitoring. For voice calls, it interfaces with the voice supervisor API to control call-level monitor, whisper, and barge functionality through the telephony provider.
Permissions
| Permission | Required For |
|---|---|
agents.monitor | Viewing the Live Monitor tab, using Monitor/Whisper/Barge buttons, and performing takeovers |
Users without this permission see a dash in the Actions column and cannot expand agent rows to view conversations.
Related Pages
- Risk Monitor -- View risk-scored conversations and security alerts
- Agent Wellness -- Monitor agent burnout indicators and workload metrics
- Queue Management -- Manage conversation queues, routing, and agent assignments