Agent states, active calls, queue volumes, and operational metrics are all visible from a single interface. Supervisors can filter the view by agent or skill, adjust display preferences, and take direct action on individual agents — including managing availability, toggling skills, and joining live calls.

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Accessing Supervisor View

Supervisor View is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Realtime Displays > Supervisor View
2. All Contact Center agents — online and offline — are listed on this page

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Customizing Supervisor View

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Agent Tiles

Each agent tile displays:

• Profile picture
• Name and extension
• Phone state and state Duration
• Configured Metrics

Agent Actions

The ellipsis on each agent tile opens per-agent options:

• Edit Profile — edit the agent's profile picture and nickname
• Edit Agent Metrics — customize which metrics are displayed for this specific agent
• View Active Groups — view the groups the agent is currently active in
• Toggle Skills — enable or disable specific skills for the agent
• Manage Channels — enable or disable specific multimedia channels for the agent
• Enable/Disable CC DND — toggle the agent between the Ready and DND states
• Log User Out — log the agent out of the CC Agent Client
• Call Monitoring — join an agent's active call in one of three monitoring modes (see below)

Call Monitoring

Call Monitoring allows supervisors and administrators to participate in an agent's live call. Three modes are available: