Use the supervisor dashboard and show your wallboard on a TV

On Contact Center Pro, supervisors watch queues and agents live in the supervisor panel of the supervisor desktop. For now, that's the older Communicator desktop app. CallSprout is moving Pro supervisors to CallSprout Communicator NEXT soon, and these steps will change when it does.

This feature needs the Contact Center Pro plan. See plans and pricing

This feature needs the Communicator apps add-on on your account. See plans and pricing

This feature needs the Supervisor dashboard add-on on your account. Ask your admin or CallSprout support.

Some labels in your portal or apps may look slightly different from this guide.

Before you start

• Sign in to the supervisor desktop with your agent number, and a PIN if you have one. You see only the queues you're a member of, and the agents in them.
• You start out logged off from queue calls. You can still watch, listen in, place calls and handle live chat and email. To take queue calls, select Agent Login in your profile.

Open the supervisor panel

1. 1
   Step 1:

   Open it

   Open the supervisor panel from the supervisor desktop. To have it open every time you sign in, turn that on in the panel's preferences.
2. 2
   Step 2:

   Pick a tab

   Choose the view you need, described below.
3. 3
   Step 3:

   Search

   Use the search field to find an agent by name or number, or a queue or campaign by name.

The tabs

You can add tabs, up to nine in all. Right-click a tab to rename it, use its X to remove it, and drag tabs to put them in order.

Recording and monitoring laws vary by state, and your company is responsible for any notice and consent they require.

Read the queue figures

Show your wallboard on a TV

1. 1
   Step 1:

   Choose what it shows

   In the panel's preferences, pick the queues and figures for the wallboard.
2. 2
   Step 2:

   Open the wallboard

   Select the Wallboard tab.
3. 3
   Step 3:

   Move it to the TV

   Drag the window onto the display connected to the TV, then choose Full Screen from the preferences menu.

To cycle through views on the TV, choose Slide Show from the same menu, and set how long each view stays in the preferences.

Colors and alerts

• Colors. In the preferences, give a figure a limit and a color, so it stands out when it crosses the limit.
• Alerts. You can be alerted when an agent stays not ready or on a call too long, when too many agents are not ready, when the service level drops below a level you pick, or when a new message arrives. Alerts collect under the bell icon.

Chats and email

For live chat and email, open the dashboard in the omnichannel section. It shows the same agent and queue views agents see, plus daily stats such as average speed of answer and handling time. If the daily stats stay empty, contact support. To review finished conversations, open the conversations view. Supervisors see everyone's, and agents see their own.