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Analytics & Reports
Supervisor Dashboard
Monitor your team's real-time queue, agent availability, and handle times from a single view.
Supervisor Dashboard
The Supervisor dashboard gives team leads and managers a live view of the support queue without having to look at individual conversations.
What it shows
| Panel | Metrics |
|---|---|
| Queue overview | Total open, unassigned, and waiting conversations |
| Agent cards | Per-agent: availability status, open conversations, avg handle time |
| Channel breakdown | Open conversations per channel (chat, email, WhatsApp, etc.) |
| Response time | Current median first-reply time vs target |
Agent availability
Each agent card shows their current status (Online / Away / Offline) with a colour indicator. Admins can change an agent's availability directly from this page.
Auto-refresh
The Supervisor dashboard refreshes every 10 seconds automatically — no page reload needed.
Using it during peak hours
- Watch the Unassigned count — if it rises, assign conversations manually or adjust routing rules.
- Click an agent card to see their current conversations and help prioritise.
- Use Rebalance (Team → Agent Activity) to auto-redistribute conversations from over-capacity agents.
Who can access it
The Supervisor dashboard is visible to Admins and Owners only. Agents see their own queue in Inbox instead.