Supervisor View – Revinate Help Center

There are two ways to look at the Supervisor Portal section. The first is in the Focused View and the second is in the Overall View.

Live Monitoring: Focused View

In the Focused View, the Live Monitoring page shows all agents and contacts in specific teams. On this page, you can perform various monitoring actions. The Focused View is intended for conventional supervisors who need detailed and real-time information about a specific group of agents and contacts. This view has advanced filtering options.

The Live Monitoring page contains a Skills tab, an Agents tab, and a Contacts tab. You can search, filter, and sort the data on each tab. The widgets under each tab provide a bird's eye view of agents, skills, and contact states.

To learn more about the difference between the Focused view and Overall view, see here.

Live Monitoring: Overall View

In the Overall View, the Live Monitoring page shows all the agents in the contact center. The Overall View is intended for administrators or managerial supervisors who need a high-level view of their agents across the contact center. Supervisors can perform only basic supervisor actions in this view.

To see the overall view, you must have the permission enabled: Supervisor > General Permission > Overall View: On.

The Live Monitoring page contains a Skills tab and an Agents tab. On each tab, you can search and sort the data. The summary under each tab provides a bird's eye view of agents and skills.

To learn more about the difference between the Overall view and Focused view, see here.

Agents Tab

The Agents tab displays agent details. The agents you see in this tab depend on the user view assigned to you.

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Image of Live Monitoring page showing data under the Agents tab

The Agents tab contains the following widgets:

Agent States: Displays the current state of your agents. Agent states can be Available, Working, Unavailable, and Logged out. Click any of these states to sort by the selected agent state. It doesn't include the current states of the chat bots.
Longest Duration: Displays the current longest duration of active contacts. Click the widget to sort by the Duration column. The agent that has a contact with the longest contact duration appears at the top.

There is also a grid that displays agent details such as:

Agent name.
Agent's team name.
Agent's current state.
Agent's next state.
Agent's currently assigned Contact ID.
Contact duration.
Assigned contact's skills and associated campaign.

When you click a row in the grid, a panel appears to the right. The agent's details are displayed in the different tabs. Click icons in the panel to switch tabs.

Activity: Shows agent's state activities and contact information in the State tab and Contact tab respectively. You can also copy the contact details. By default, the State tab shows agent activities for the last 24 hours. You can play back the recording (for voice activity) or view the transcript (for Digital Experience digital chats) to review the agent activity.The Contacts tab shows the contacts handled by the agent and details such as start time and contact duration.
Contacts: Shows agent's currently assigned contacts and monitors the contacts.
Skills: Shows agent's skills and proficiency score. You can:
- Filter the skills list by categories: Assigned all, Assigned active, Assigned inactive, and Unassigned.
- Search any skills within the assigned categories.
- Assign or unassign skills for the agent individually or in bulk.
- Activate or deactivate skills for the agent individually or in bulk.
- Update the proficiency score. The changes are auto-saved. You cannot update proficiency scores in bulk.
Contact Handling: Shows contact handling settings such as agent's delivery mode, current capacity to manage workload, and the number of contacts an agent can handle in different channels.

Contacts Tab

Image of Live Monitoring page showing data under the Contacts tab

The Contacts tab contains the following widgets:

Channels: Displays how the volume is distributed by channel for all your active contacts. Click any of the channel names to sort by the selected channel. It doesn't include the volume of contacts handled by the chat bots in different channels.
Contact Handled: Displays the number of contacts actively being handled.
Longest Duration: Displays the current longest duration of all active contacts. Click the widget to sort the contacts by their duration. The contact with the longest contact duration appears at the top.

There is also a grid that displays contact details such as:

Contact channel, number, and contact ID.
Contact duration.
Contact skills, campaign, team, and agent name.
Contact state.
Real-time overall customer sentiment (if you have a Real-Time Interaction Guidance license).

When you click a row in the grid, a panel appears to the right. The contact's details are displayed in different tabs. Click icons in the panel to switch tabs.

Contact History: Shows all states of the active contact leading up to the current state that is assigned to an agent.

Monitor Agents and Contacts

From the Agents or Contacts tabs, you can monitor agents or contacts.

Mary is a supervisor at a contact center. She wants to monitor all activities of her agents to keep a check on their performance.

Using the Live Monitoring page in CXone Supervisor, Mary can monitor and interact with agents and view their performance in real time. She can discreetly listen to their interaction and monitor their screen. She can also coach them while they are interacting with customers.

For any active contact, you can: