Supervisor Dashboard
Introduction
The Supervisor Dashboard is your command center for managing your entire team in real time. Whether you oversee five agents or fifty, this single page gives you instant visibility into who is available, who is on a call, how your team is performing, and where you need to step in. In this guide, we will walk through every section of the dashboard so you can get the most out of it from day one.
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Accessing the Supervisor Dashboard
- Log in to AgentTech Dialer with a Supervisor or Admin account.
- In the left-hand navigation menu, click Supervisor.
- The page loads with the header banner reading "Supervisor Dashboard – Monitor Agent Status", displayed in a bold gradient-styled header bar across the top of the screen.
> Tip: Bookmark this page so you can reach it with a single click. Many supervisors keep it open on a second monitor throughout the day.
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Page Layout Overview
From top to bottom, the Supervisor Dashboard is organized into these main sections:
- Gradient Header — Shows the page title "Supervisor Dashboard – Monitor Agent Status."
- KPI Date Range Selector — A dropdown that controls the time window for all five KPI stat cards.
- Five KPI Stat Cards — Large, color-coded cards displaying your team's key performance indicators.
- Filter Toolbar — Search, agency filter, status filter, and a Grid/List view toggle.
- Agent Cards (Grid View) or Agent Table (List View) — Individual agent information grouped by agency.
Each section is described in detail below.
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KPI Date Range Selector
Directly below the header you will find the KPI Date Range dropdown. Click it to choose one of six time windows:
| Option | What It Shows | When to Use It |
|---|---|---|
| Today | Stats from midnight to right now | Real-time pulse during a shift |
| Last 7 Days | Rolling seven-day window | Spotting weekly trends |
| Last 30 Days | Rolling thirty-day window | Monthly performance reviews |
| Week to Date | Monday through today | Tracking current week progress |
| Month to Date | First of the month through today | Measuring month-over-month growth |
| Year to Date | January 1 through today | Annual reporting and goal tracking |
When you change the date range, all five KPI cards update automatically — no need to press a refresh button.
Choosing the Right Date Range
- Use Today during active calling hours to keep your finger on the pulse of current performance.
- Switch to Last 7 Days at the start of the week to review the previous week and set priorities.
- Use Month to Date during team meetings to discuss progress toward monthly targets.
- Select Year to Date for quarterly business reviews or annual performance evaluations.
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The Five KPI Stat Cards
Below the date range selector sit five large, visually distinct stat cards. Each card displays a single metric in a prominent number, a descriptive label, and a color-coded icon.
1. Total Calls
- Icon: Green phone icon
- What it measures: The total number of calls handled by your team within the selected date range.
- Why it matters: Call volume is the broadest indicator of team activity. A sudden drop may signal scheduling gaps, technical issues, or agents in non-calling statuses for too long. A spike might indicate a new campaign going live.
- How to read it: Compare today's number at the same hour yesterday to check if your team is pacing well.
2. Sales Completed
- Icon: Blue checkmark icon
- What it measures: The total number of calls that ended in a successful sale or conversion.
- Why it matters: Revenue is driven by sales. This card tells you how productive your team's calling efforts have been.
- How to read it: Track this alongside Total Calls. If calls are high but sales are low, your team may need coaching on pitch or objection handling.
3. Total Cost
- Icon: Yellow/warning dollar-sign icon
- What it measures: The cumulative cost of calls made during the selected period, shown as a dollar amount.
- Why it matters: Budget management is critical for any calling operation. This card helps you keep spending in check and forecast future costs.
- How to read it: Review this daily to make sure spend is tracking to your budget. Pair it with Sales Completed to judge ROI.
4. Average Cost Per Sale
- Icon: Teal/info icon
- What it measures: Total Cost divided by Sales Completed — shown as a dollar amount.
- Why it matters: This is your efficiency metric. It tells you how much you are paying, on average, to close one sale.
- How to read it: A rising Average Cost Per Sale may indicate that agents are staying on calls too long, dialing unqualified leads, or that a particular campaign is underperforming. A falling number means you are becoming more efficient.
5. Conversion Rate
- Icon: Green success icon
- What it measures: The percentage of Total Calls that resulted in a completed sale.
- Why it matters: Conversion Rate normalizes performance regardless of volume. An agent who converts 20% of 50 calls is more effective than one who converts 5% of 200 calls.
- How to read it: Industry benchmarks vary, but tracking your own trend over time is more valuable than chasing a universal number. Use date range comparisons to see if conversion is improving.
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Filter Toolbar
Below the KPI cards, the Filter Toolbar lets you narrow down which agents appear on the page.
Search Agent
The Search Agent input field has placeholder text: "Search by name or username...". Start typing an agent's first name, last name, or username and the agent list filters instantly. This is especially useful when you manage a large team and need to find a specific person quickly.
Filter by Agency
If you oversee agents across multiple agencies, the Filter by Agency dropdown lets you view only the agents belonging to a specific agency. Select an agency name to filter, or choose the default option to see everyone.
Filter by Status
The Filter by Status dropdown lets you isolate agents by their current status. For example:
- Select Available to see who is ready to take calls.
- Select On Call to see who is actively speaking with a caller.
- Select Away to find agents who have stepped away.
- Select Offline to see who has not logged in yet.
This is invaluable during busy periods when you need to know exactly how many agents are available and ready.
Grid / List View Toggle
To the right of the filters, a Grid / List toggle button lets you switch between two display modes:
- Grid View — Agent cards displayed in a responsive card layout (default). Best for visual scanning and quick status checks.
- List View — A compact table with one row per agent. Best for high-density information when managing large teams.
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Agent Cards (Grid View)
In Grid View, each agent is represented by a detailed card. Cards are grouped by agency in collapsible sections. Let's walk through every element of an agent card and the agency grouping.
Agency Grouping
Agents are organized under their respective agency headers. Each agency section includes:
- Agency name displayed prominently in the section header.
- Agent count badge — a small badge showing how many agents belong to that agency (e.g., "12 agents").
- Collapse icon — click the agency header to collapse or expand the section. This is helpful when you want to focus on one agency at a time.
Agent Card Elements
Each individual agent card contains the following elements, from top to bottom:
#### Status Toggle (Top-Left Corner)
A color-coded toggle switch in the top-left corner of the card. The toggle reflects the agent's current status color:
- Green — Available
- Red — Busy or On Call
- Yellow — Away
- Gray — Offline
Click the toggle to open the Status Change Modal (described below), allowing you to remotely change the agent's status.
#### Action Buttons (Top-Right Corner)
Three action buttons appear in the top-right corner of each card:
- Call Agent — Initiate a direct call to the agent from your own phone. Useful for quick check-ins.
- View Details — Opens a detailed panel or page with the agent's full performance history and activity log.
- More Actions (⋮) — A dropdown with additional options for managing the agent.
#### Agent Name and Username
The agent's full name is displayed in a large, bold font so you can identify them at a glance. Directly below, their username is shown in a smaller, muted font.
#### Status Badge
A clearly visible status badge appears on each card, showing the agent's current status with:
- A colored indicator dot (green, red, yellow, or gray)
- The status text (e.g., "Available," "On Call," "Away," "Offline," or any custom status you have created)
#### Queue Badges
If the agent is assigned to one or more calling queues, each queue is displayed as a badge. Multiple queue badges can appear side by side, giving you instant visibility into which campaigns or lines each agent is handling.
#### Call Cap Badge
When an agent has a call cap configured and is approaching or at their cap, a red gradient badge appears on the card. This alerts you that the agent is nearing their maximum allowed calls and may stop receiving calls soon.
#### Agent Details Section
Below the badges, a details section shows:
- Current Queue — The queue the agent is currently assigned to or active in.
- Current Call Duration — If the agent is on a call, a live timer shows how long the call has been going.
- Last Status Change — A timestamp showing when the agent last changed their status (e.g., "15 minutes ago").
#### Agent Stats (Five Columns)
At the bottom of each card, five stat columns present a quick performance snapshot:
| Column | Description |
|---|---|
| Calls Today | Total number of calls the agent has taken today |
| Sales Today | Number of successful sales or conversions today |
| Talk Time | Cumulative time spent on calls today |
| Avg Handle Time | Average duration per call, including wrap-up |
| Status | Current status label repeated for quick reference |
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List View
When you toggle to List View, all agents are displayed in a table with the following columns:
| Column | Description |
|---|---|
| Status Toggle | A small color-coded toggle to change the agent's status |
| Agent Name | Full name of the agent |
| Username | The agent's login username |
| Current Status | Status badge with indicator dot and label |
| Queues | Queue badges for all assigned queues |
| Calls Today | Number of calls taken today |
| Sales Today | Number of sales today |
| Actions | Buttons for Call Agent, View Details, and More |
List View is ideal for supervisors who manage large teams and want to scan many agents at once without scrolling through cards.
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Status Change Modal
When you click an agent's status toggle (in either Grid or List view), a Status Change Modal dialog appears:
- The agent's name is displayed at the top of the modal so you can confirm you are changing the correct person.
- A list of statuses appears — including the four system defaults (Available, Busy, Away, Offline) plus any custom statuses you have created.
- The agent's currently selected status is highlighted.
- Click a different status to select it.
- Press Change Status to confirm, or Cancel to close without changes.
The agent's status updates immediately across the dashboard and the agent's own interface.
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Real-Time Updates
The Supervisor Dashboard updates automatically in real time. You do not need to manually refresh the page. As agents change status, take calls, make sales, or go offline, the dashboard reflects those changes within seconds. This means:
- KPI numbers update live as calls are completed and sales are recorded.
- Agent status badges change color instantly when an agent goes from Available to On Call.
- Call duration timers tick in real time while agents are on active calls.
- New agents logging in appear automatically without a page reload.
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Tips and Best Practices
- Keep it on a second monitor. The Supervisor Dashboard is designed to be open all day. Dedicate a screen to it so you always have eyes on your team.
- Use filters during busy periods. When 30+ agents are active, filter by status to quickly find agents who are Available, or filter by agency to focus on one team at a time.
- Monitor long breaks. Use the Last Status Change field on agent cards to spot agents who have been in "Away" or a break status for an unusually long time.
- Watch call durations. If an agent's Current Call Duration is significantly longer than their average handle time, they may be stuck on a difficult call and could use coaching or help.
- Use the date range selector strategically. Start the day with "Today" to monitor real-time performance. At weekly meetings, switch to "Last 7 Days." For monthly reviews, use "Month to Date."
- Collapse agencies you are not currently monitoring. If you only need to focus on one team, collapse the other agency sections to reduce visual clutter.
- Toggle between Grid and List views. Grid view is great for a visual overview; List view lets you compare agents side by side in a dense table format. Switch between them depending on the task at hand.
- Review KPIs multiple times per day. Check your KPIs at the start of the shift, at midday, and before end of day. This helps you catch issues early and celebrate wins.
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Summary
The Supervisor Dashboard brings together everything you need to manage your calling team in one place: real-time KPIs, flexible date ranges, powerful filters, detailed agent cards, and the ability to change statuses remotely. Make it your daily hub and you will always know exactly how your team is performing and where to focus your attention.
Last updated: February 24, 2026