Supervisor Controls

Supervisor Capabilities

This document describes the capabilities of Expertflow Contact Center Supervisors.

A CX Supervisor has default access to all agents and additional features explained below. Also, see Security and User Permissions to know the additional capabilities of a supervisor.

Capabilities	Description
Monitor Dashboards	The dashboards embedded in Agent Desk are the real-time dashboards for supervisors and agents to view the summary statistics of the contact center including queues, agent states, and the real-time conversations that are ongoing with agents and the bots.
Control Agent team	Enables supervisors to oversee agents' activities, provides additional support if needed. Also allows supervisors to monitor and analyze their performance metrics in real-time.
Silent Monitoring	Enables a supervisor to monitor an ongoing conversation silently between the agent and the customer.
Barge-in	Enables a supervisor to monitor and barge in the conversation if required.
Team Announcements	Enables a supervisor to create, edit, and delete announcements for one's team agents.
Force Logout Agent	Enables a contact center supervisor to forcibly logout any agent, regardless of the agent’s current state—be it Ready, Not Ready, in a conversation, Consult, Conference, or Handling Multiple Conversations. This feature is available for supervisors on the Available Agents Detail Dashboard.
Customer Lists	Allows a supervisor to view Customer Lists to show the customer records.
Customer Schema	Allows the business administrator or anybody who has permission to customize the Customer fields.
Customer Labels	Allows the business to categorize customers based on certain characteristics such as customer segment, language, and type (gold, platinum, standard).
Subscribed List	Enables a supervisor to know about subscribed lists and how to join PULL based request from a List.
End PULL-based Requests	Enables a supervisor to end PULL-based requests.