Supervisor Quick Start Guide
Supervisor Quick Start Guide
Welcome, Supervisor! As a supervisor on AgentTech Dialer, you are the eyes and ears of your call center. Your job is to monitor agent performance in real time, provide coaching through live call monitoring, manage agent statuses, and keep your team's KPIs on track. This guide walks you through every feature of the Supervisor Dashboard and shows you exactly how to use the monitoring and management tools available to you.
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Accessing the Supervisor Dashboard
- Log in to AgentTech Dialer using Google Chrome or Microsoft Edge
- Click Supervisor Dashboard in the sidebar — this takes you to `supervisor.php`
- The dashboard loads with real-time data about your team's performance and agent statuses
You can also access everything agents have access to — the Dialer, Contacts, Calendar, SMS, Chat, and Voicemail — because your role includes all agent capabilities plus supervisory tools.
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Dashboard Layout Overview
The Supervisor Dashboard is organized into four main sections from top to bottom:
- Date Range Selector — Controls the time period for KPI data
- KPI Cards — Five performance metrics displayed as cards across the top
- Filter Toolbar — Search and filter controls for the agent list
- Agent Cards — Individual agent status cards grouped by agency
Let's explore each section in detail.
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KPI Cards: Your Performance Snapshot
At the top of the dashboard, you will see five key performance indicator (KPI) cards. These give you an instant snapshot of how your team is performing:
1. Total Calls
The total number of calls handled during the selected date range. This includes all calls across all agents you are monitoring — inbound, outbound, answered, and missed. Use this to gauge overall call volume and make sure your team is handling an appropriate workload.
2. Sales Completed
The total number of calls that resulted in a sale (or positive disposition) during the selected date range. This is your team's primary productivity metric. Compare this to Total Calls to get a sense of your conversion efficiency.
3. Total Cost ($)
The total dollar cost of all calls during the selected date range. This includes per-minute charges and any other call-related costs. Monitoring this helps you stay within budget and identify cost trends.
4. Average Cost Per Sale ($)
Total Cost divided by Sales Completed. This tells you how much each sale costs on average. A lower number is better. If this number is climbing, it may indicate that agents are spending too long on calls or that conversion rates are dropping.
5. Conversion Rate (%)
The percentage of total calls that resulted in a sale. This is calculated as (Sales Completed ÷ Total Calls) × 100. This is arguably the most important KPI because it measures the overall effectiveness of your team. Industry benchmarks vary, but tracking this over time helps you identify trends and measure the impact of coaching.
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Date Range Selector
The KPI cards update based on the date range you select. The date range selector is located at the top of the dashboard and offers six preset options:
- Today — Shows data for the current day only. Use this during live shifts to see how the day is going in real time.
- Last 7 Days — Shows data for the past seven calendar days. Great for weekly check-ins and identifying short-term trends.
- Last 30 Days — Shows data for the past thirty calendar days. Useful for monthly reviews and longer-term trend analysis.
- Week to Date — Shows data from the beginning of the current week (Monday) through today. Use this for mid-week progress checks.
- Month to Date — Shows data from the first of the current month through today. Helpful for tracking monthly goals and quotas.
- Year to Date — Shows data from January 1st of the current year through today. Use this for annual performance reviews and big-picture trends.
Tip: Start your day by checking Today to get a real-time view, then switch to Week to Date or Month to Date to see how the current period is trending compared to goals.
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Filter Toolbar: Finding the Right Agents
Below the KPI cards, the filter toolbar gives you powerful controls to narrow down the agent list. This is especially useful when you manage a large team or multiple agencies.
Search by Name or Username
Type an agent's first name, last name, or username into the search field. The agent list filters in real time as you type. This is the fastest way to find a specific agent.
Example: Type "Sarah" to quickly find all agents named Sarah, or type a specific username like "sjohnson" to find that exact agent.
Filter by Agency Dropdown
Click the Filter by Agency dropdown to see a list of agencies. Select an agency to show only agents belonging to that agency. This is useful if you supervise agents across multiple agencies and want to focus on one at a time.
Filter by Status Dropdown
Click the Filter by Status dropdown to filter agents by their current status:
- Select Available to see only agents who are ready for calls
- Select Busy to see agents currently on calls or in a busy status
- Select Away to see agents on break, lunch, or otherwise away
- Select Offline to see agents who are logged out or offline
This is particularly helpful for quickly answering questions like "How many agents do I have available right now?" or "Who is currently on break?"
Grid/List View Toggle
Toggle between two display modes:
- Grid view — Agent cards displayed in a multi-column card layout. This is the default and gives you a visual overview with status colors that are easy to scan.
- List view — Agent cards displayed in a compact, single-column list. This shows more agents on screen at once and is better for large teams.
Choose whichever view works best for your screen size and preference.
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Agent Cards: Real-Time Agent Monitoring
Below the filters, agents are displayed as individual cards organized into collapsible agency sections. Each section has the agency name as a header, and you can click the header to collapse or expand that section.
What Each Agent Card Shows
Every agent card displays the following information:
Agent Identity:
- Agent name — The agent's first and last name
- Username — The agent's login username, displayed below their name
Status Badge:
A color-coded badge showing the agent's current status:
- Available = Green badge — Agent is ready to receive calls
- Busy = Red badge — Agent is currently on a call or in a busy state
- Away = Yellow badge — Agent is on break, lunch, or away from their desk
- Offline = Gray badge — Agent is not logged in or has set their status to offline
The color coding makes it easy to scan the dashboard quickly and see your team's overall availability at a glance.
Queue Badges:
Small badges showing which queues the agent is assigned to. Each queue appears as a separate badge with the queue name. This helps you understand what types of calls each agent can receive.
Call Cap Badge:
A badge showing the agent's current call cap — the maximum number of calls they are allowed to handle in a given period. This helps you manage workload distribution.
Agent Stats:
Each card displays five real-time statistics:
- Calls Today — Number of calls the agent has handled today
- Sales Today — Number of sales the agent has made today
- Talk Time — Total time the agent has spent on calls today
- Avg Handle Time — The average time per call, including talk time and after-call work
- Status — The agent's current status with duration (how long they have been in that status)
Action Buttons:
Each agent card has action buttons depending on the agent's current state:
- Call Agent — Initiate a direct call to this agent. Use this when you need to speak with an agent quickly.
- View Details — Open a detailed view of the agent's activity, call history, and performance metrics.
- Status toggle — Change the agent's status remotely (see the section on changing agent status below).
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Listen Mode: Silent Call Monitoring
One of your most powerful tools as a supervisor is the ability to listen to live calls without the agent or caller knowing. This is called Listen mode.
When to Use Listen Mode
- Quality assurance — Randomly monitor calls to ensure agents are following scripts, maintaining compliance, and providing good customer service
- Training — Listen to new agents' calls to evaluate their performance and identify coaching opportunities
- Troubleshooting — If an agent reports difficulties with a caller, listen in to understand the situation
- Performance reviews — Gather firsthand observations to supplement your KPI data
How to Use Listen Mode
- Find an agent who is on a call — Look for agents with a Busy (red) status badge. Agents who are actively on a call will show an On Call indicator.
- Click the Listen button — On the agent card, you will see a Listen button when the agent is On Call. Click it.
- You are now listening — You can hear both sides of the conversation:
- You can hear the caller speaking
- Neither the agent nor the caller can hear you
- Neither the agent nor the caller knows you are listening
- To stop listening — Click the button again or navigate away from the dashboard. The monitoring session ends and the call continues normally.
Listen Mode Best Practices
- Monitor at least a few calls per agent per week for consistent quality assurance
- Take notes during monitored calls so you can provide specific feedback later
- Do not rely solely on listening — combine it with KPI data and disposition analysis for a complete picture
- If you hear something that needs immediate correction, switch to Whisper mode (see below)
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Whisper Mode: Real-Time Coaching
Whisper mode takes live monitoring a step further — it lets you speak directly to the agent during a call, without the caller hearing you. This is an incredibly powerful coaching tool.
When to Use Whisper Mode
- Live coaching — Guide an agent through a difficult call in real time
- Compliance intervention — Remind an agent to cover required disclosures they may have missed
- Sales support — Suggest closing techniques or objection-handling phrases when an agent is struggling
- New agent support — Help new agents through their first calls with real-time guidance
How to Use Whisper Mode
- Find an agent who is on a call — Look for agents with an On Call indicator on their agent card.
- Click the Whisper button — On the agent card, you will see a Whisper button when the agent is On Call. Click it.
- Start whispering — A one-way audio channel opens:
- The caller cannot hear you — Only the agent hears your whisper
- You can hear both sides — You hear the full conversation plus the agent can hear your whispered coaching
- Coach effectively — Keep your whispered instructions short, clear, and actionable. For example:
- "Remember to mention the enrollment deadline"
- "Great job — now transition to the close"
- "Slow down a little, you're going too fast"
- To stop whispering — Click the button again to end the whisper session. The call continues normally.
Whisper Mode Best Practices
- Keep whispered messages brief — the agent is trying to listen to the caller at the same time
- Time your whispers during natural pauses in the conversation
- Use a calm, encouraging tone — the agent may already be stressed during a difficult call
- Avoid whispering too frequently on a single call — it can become distracting for the agent
- After using Whisper to coach an agent through a call, follow up with a debrief so they can learn from the experience
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Changing Agent Status Remotely
As a supervisor, you can change any agent's status without them having to do it themselves. This is useful for:
- Moving agents to break when they forget to change their status
- Setting agents back to Available after an extended after-call-work period
- Taking agents offline at the end of their shift if they forget to log out
- Reassigning agent availability based on call volume
How to Change an Agent's Status
- Find the agent on the dashboard — use search or filters if needed
- Click the status controls on the agent's card — this could be the status toggle or status badge area
- The Status Change Modal appears, showing:
- A list of available statuses: Available, Busy, Away, Offline
- A Change Status button at the bottom
- Select the desired status from the list
- Click Change Status to confirm
- The agent's status updates immediately — they will see their status change in their navbar dropdown, and their card on your dashboard will update with the new status color
Important: When you change an agent's status remotely, the agent is notified of the change. Use this power thoughtfully and communicate with your agents about status changes when possible.
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Managing Call Caps
In addition to the Supervisor Dashboard, you have access to the Call Caps page via the sidebar. Call caps let you set a maximum number of calls each agent can handle during a specific period.
Why Use Call Caps
- Prevent burnout — Limit calls for agents who are overworked
- Fair distribution — Ensure calls are spread evenly across your team
- Training — Limit new agents to fewer calls while they ramp up
- Quality over quantity — Reduce call volume for agents who need more time per call
How to Manage Call Caps
- Click Call Caps in the sidebar
- Find the agent you want to adjust
- Set their call cap to the desired number
- The call cap badge on their agent card on the Supervisor Dashboard will update to reflect the change
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Your Daily Supervisor Workflow
Here is a recommended daily workflow for supervisors:
Start of Shift
- Log in and go to the Supervisor Dashboard
- Set the date range to Today
- Scan the agent cards — check who is online, who is Available, and who has not logged in yet
- Note the current KPI numbers as your starting baseline for the day
Throughout the Day
- Monitor KPIs frequently — Refresh the dashboard periodically to see updated metrics. Watch for:
- Rising average cost per sale — may indicate too much after-call work time
- Low total calls relative to available agents — may indicate status management issues
- Listen to calls — Aim to listen to at least 2-3 calls per agent throughout the day. Focus on:
- Agents with below-average performance metrics
- Random quality assurance checks across all agents
- Whisper when needed — If you hear an agent struggling during Listen mode, switch to Whisper to provide real-time help.
- Manage statuses — Keep an eye on the status distribution. If too many agents are on break or away, use the remote status change to bring agents back to Available.
- Check call caps — If call volume is high, consider adjusting call caps to distribute the load. If volume is low, consider reducing caps to prevent agent fatigue.
Mid-Day Check-In
- Switch the date range to Today and review:
- Which agents are performing above or below average?
- Are there any agents who have been in Away status for too long?
- Use Filter by Status to quickly check Available agent count vs. call volume
End of Shift
- Review the day's final KPIs:
- Switch to Week to Date or Month to Date to see how today's numbers fit into the bigger picture
- Note any agents who need additional coaching or recognition
- Ensure all agents have logged out or changed their status to Offline
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Tips for Effective Supervision
Using Data Effectively
- Compare date ranges to spot trends — switch between Today, Last 7 Days, and Month to Date to see if things are improving or declining
- Focus on Conversion Rate as your primary metric — it tells you how effective your team is at turning calls into results
- Watch Average Handle Time on agent cards — unusually long handle times may indicate agents are struggling, while unusually short times may indicate agents are rushing through calls
Coaching Best Practices
- Use Listen mode first — Understand how the agent handles calls before jumping in with coaching
- Be specific in feedback — Instead of "do better on calls," say "I noticed you missed the compliance disclosure about enrollment deadlines — make sure to include that"
- Use Whisper strategically — It is a powerful tool, but over-use can make agents dependent on your coaching. Use it to teach, then let them practice independently
- Debrief after Whisper sessions — Talk to the agent after the call to reinforce what went well and what to improve
Team Management
- Check the filter toolbar often — Use the Status filter to quickly see how many agents are Available vs. on break
- Use the Grid view for visual scanning — The color-coded status badges make it easy to see your team's status at a glance
- Use the List view for large teams — When you have many agents, the list view shows more agents on screen
- Communicate proactively — Use Chat in the sidebar to message agents with encouragement, reminders, or updates without disrupting their calls
You are now ready to supervise like a pro. Your agents are counting on you — and with these tools, you have everything you need to help them succeed.
Last updated: February 24, 2026