Supervisor Suite
Everything a supervisor needs, in one place, in real time.
This application is in development. Ask to be notified when it becomes available, or tell us what your operation needs from it.
Overview
What Supervisor Suite does
Supervisor Suite consolidates the tools a supervisor usually has spread across four systems: who is on shift, what state each agent is in, which queues are under pressure, and what to do about it.
Actions available to a supervisor depend on the capabilities exposed by the connected platform and on the permissions granted to their role.
- Live team view
- Agent state management
- Intervention tools
Key Benefits
Why operations adopt it
One screen instead of four
Team state, queue pressure and pending approvals in a single view.
Intervene while it matters
Act on a struggling interaction during the shift, not in tomorrow’s report.
Consistent supervision
Every supervisor works from the same data and the same permitted actions.
Capabilities
Capabilities
Configured by your own administrators — not hard-coded into the application.
Live agent grid
Current state, duration in state, queue and skill for every agent on shift.
Queue pressure view
Waiting interactions, longest wait and service level against target.
State and skill control
Adjust agent availability and skill assignment where the platform allows it.
Interaction intervention
Monitor, whisper or join an interaction subject to role permissions and platform support.
Approvals inbox
Handle schedule changes, absences and exception requests in the same tool.
Shift notes
Hand over context to the next supervisor with a durable record.
Use Cases
Where it is used
Shift handover
Pass a clear operational picture to the incoming supervisor.
Remote supervision
Supervise distributed teams with the same visibility as on the floor.
Integrations
Connects with
Integration availability is confirmed for your environment before any commitment is made.
Connector for Asterisk-based telephony environments — one of several supported platforms.
Connector for AsterCDR interaction and call detail data.
Connector for Avaya environments. On the roadmap; available today as a custom engagement.
Connector for Genesys environments. On the roadmap; available today as a custom engagement.
Connector for Five9 environments. On the roadmap; available today as a custom engagement.
Every application exposes a documented REST API for reading and writing its own data.
Subscribe to events and receive signed outbound calls when something changes.
Architecture
How it is built
This application runs as a multi-tenant SaaS product with its own data isolation, role model and API. It can operate entirely on its own, or exchange data with your existing systems through the connector layer.
Multi-tenant isolation
Each customer operates inside an isolated organisational environment. Data, users, configuration and reporting are scoped to a tenant at the application layer.
Role-based access control
Permissions are granted by role, and roles are scoped to the tenant, team and function that requires them.
API authentication and scoping
Integrations authenticate with issued credentials limited to specific endpoints and data, and can be revoked independently.
In development
Tell us what you need from it
This application is in development. Ask to be notified when it becomes available, or tell us what your operation needs from it.
An honest note
We do not publish demos or screenshots of applications that are still in development. If timing matters to your decision, ask us for the roadmap position directly.
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