Supervision dashboard

The Human Agent console's first page: live calls, queues and escalations at a glance, call activity, campaign progress, performance and recent activity.

Dashboard is the first page of Human Agent mode, titled Live Supervision Dashboard. Where the AI Agent Dashboard reports on the AI’s calls over time, this one is for the people watching them: what is live right now, who is waiting, and what needs attention.

Live counters

Card	What it shows
Active Calls	Calls in progress now. The same number appears next to Live Calls in the sidebar.
Waiting in Queue	Callers waiting for a human agent, across your queues. The same number appears next to Queues.
Agents Online	Human agents in your queues.
Escalations	Live calls flagged as at risk. Live Calls lists them first.

Call activity

The large number is the total calls over the last 14 days, with the change against the previous period in the corner. The chart draws two lines per day: Total Calls and Handled.

Assigned Campaigns

The campaigns you work on, with how many there are. Each bar shows the share of the campaign’s contacts already reached (Contacted). Selecting a campaign with live calls opens Live Calls filtered to it.

My Performance

Metric	What it measures
Avg Handle Time	Average length of a handled call, in minutes and seconds.
Avg Response	Average response time.
Satisfaction	Average rating, out of 5.
Resolution Rate	Share of calls resolved.
Transfer Rate	Share of calls transferred elsewhere.
Handled Today	Calls handled since midnight.

My Queues

One row per queue you belong to, with its routing strategy under the name (such as Round Robin, Longest Idle Agent, Ring All or Fewest Calls), the agents Online and the callers Waiting. More than three waiting turns amber. View all opens Queues.

Recent Activity

The latest events with their time: calls resolved, escalations, transfers, notes and missed callbacks. View all opens Call Logs.

Human Agent mode
Live Calls
Dashboard for the AI’s calls