The Supervisor View offers live visibility into agent states, active calls, queue performance, and overall contact center health.

It also enables supervisors to quickly identify issues such as queue backlogs, agent availability gaps, or prolonged call handling, allowing them to take immediate action to maintain service levels and operational efficiency.

Accessing the Supervisor View

1. Log into Xima CCaaS with an account that have Supervisor or Admin permissions
2. Navigate to Realtime Displays > Supervisor View
3. All Contact Center agents (online and/or offline) can be viewed and manage from this page

Customizing Supervisor View

Sorting

Agents can be sorted by their names or extension:

• Sort by agent name (ASC)
• Sort by agent name (DESC)
• Sort by agent extension (ASC)
• Sort by agent extension (DESC)

Filtering

Agents can be filtered by different selection modes and call event types:

• Selection Mode can be set to Agent, Group, or Skill
  • Agent allows one or more agent(s) or role(s) to be selected
  • Group allows one or more group(s) to be selected
  • Skill allows one or more skill(s) to be selected
• Call Event Type can be set to one or more event type(s)

Displaying

The Supervisor View can change viewing agents as tiles or a table.

Options

The ellipsis will open the Supervisor View options:

• Manage Formulas allows custom metrics to calculate specific metrics
• Edit Summary Metrics customizes which metric(s) to be displayed at the top of the page
• Edit Metrics for All Agents customizes which metric(s) to be displayed in all agents
• View Calls in Queue displays calls in queue and snoozed callbacks by skill or group as a popup sidebar from the right
  • Can be used to manually forward a call to an agent, skill, or dialable number

CC Agent Information

Each agent tile displays:

• CC Agent Profile Picture
• CC Name and Extension
• CC Phone State and State Duration
• Metrics

Managing and Supervising

Each agent tile is unique to each agent. The ellipsis will open the agent's information options:

• Edit Profile allows editing agent's profile picture and nickname
• Edit Agent Metrics allows which metrics to be shown specifically for this agent
• View Active Groups
• Toggle Skills manages which skill(s) the agent is currently enabled for
• Manage Channels manages which CC Multimedia the agent is currently enabled for
• Enable/Disable CC DND manage the agent's state between the Ready state and DND state
• Log User Out will log out the agent from CC-Agent Client
• Call Monitoring allows administrators or managers to participate in live calls in different session methods
  • Listen is great for performing QA on new hires or veteran agents
    • The receiving party and external party audio can be heard by the listener
    • The receiving party and external party cannot hear the listener
    • The agent will not be notified when the listener has started the session
    • The session will remain active and continuous until disabled or closed
  • Whisper is great for coaching new hires
    • The receiving party and external party audio can be heard by the listener
    • The receiving party can hear the listener, but the external party cannot hear the listener
    • The agent will be notified when the listener has started the session
    • The session is continuous until disabled and closed; active during live calls and inactive during non-live calls
  • Join Call is great for assisting calls
    • The receiving party and external party audio can be heard by the listener
    • The receiving party and external party can be hear the listener
    • The agent will be notified when the listener has started the session
    • The session is only continuous and active during live calls
      • The session will need to be re-enabled by the listen for the next call