Supervisor Console
The supervisor console is a desk view for running the floor from Flex. The wallboard is for the room; the console is for the supervisor's own screen. It shows what is happening, what needs attention, and lets supervisors act on agents without leaving the page.
In one screen:
- Pulse: the headline numbers for the supervisor's scope, each against a comparison.
- Queues: every queue with live numbers, today's numbers and a staffing estimate.
- Needs attention: problems found right now, most urgent first, each with the action that usually fixes it.
- Agents: every agent with state, current task, today's numbers and actions.
- Today in 15-minute intervals: offered and service level against yesterday.
- Unhappy customers, last hour: conversations the AI rated negative or escalated.
- Outbound: running and paused dialer campaigns, with pause, start and priority controls (when the dialer is installed).
The toolbar also has Broadcast (a banner on the TV boards) and Activity log (every change supervisors made from the console).
Open it
The console is in the Flex side navigation as Supervisor, for users with the Flex supervisor or admin role. See Permissions.
When the wallboard is enabled too, the console has two sections, switched at the start of the toolbar:
- Live console: the screen described here.
- TV boards: the wallboard's boards, editor and TV links.
Scope: team and queues
Each supervisor chooses what the console covers. The choice is saved per supervisor and restored on the next visit.
- My team / All teams. My team shows the agents whose worker attribute
team_namematches the supervisor's own. A supervisor can pick another team from the list. A supervisor whose worker has noteam_namesees all teams, and the console says so. - Queues. Pick one or more queues to narrow the queue table, the pulse, the intraday chart and the attention items to them. Empty means all queues.
The team filters agents and agent attention items; the queue filter narrows queues and queue attention items.
How fresh the numbers are
The console refreshes every 5 seconds. All supervisors share one computation per 5-second slot, so many open consoles do not multiply the load.
- A green Live dot means the data is current.
- Data delayed with an age appears when the live numbers stop updating.
- A warning appears when no TaskRouter events have arrived for 10 minutes: agent states may then lag, because they fall back to the Workers list read once a minute.
- Demo data marks a demo install.
Same numbers everywhere
The console reads the wallboard's live state and counts windowed numbers (today, last 30 minutes) with the reports' metric definitions and the per-queue service level settings. A number at the supervisor's desk matches the same number on a TV and in a report over the same period.
In this section
| Page | Covers |
|---|---|
| Live view | The pulse, queue and agent tables, intraday chart, unhappy customers and outbound panel |
| Staffing estimate | How the Erlang C estimate works and how to read it |
| Attention items | What raises an item, acknowledge and snooze, the rule settings |
| Agents and actions | Queue and agent drill-downs, changing activity, skills and channel capacity, the audit trail |
| Broadcasts | Messages to TV boards |
| Permissions | Who counts as a supervisor, what each role can do |
| Setup and settings | Enabling the feature, what it needs, the colour limits and attention rules |