Supervisor Monitoring Report
Supervisors can barge
into connected voice calls. They can listen in as well as contribute to
the conversation.
To access the Supervisor Monitoring Report, go to Reports > Agents & Teams > Supervisor Monitoring Report.
The Supervisor Monitoring Report displays details about who barged the call, how long they monitored the call as well as count of other agents on the call.
| Metric Name | Definition |
|---|---|
| Started Time | The time and date the barge started. |
| Ended Time | The time and date the barge ended. |
| Monitoring Duration | The amount of time the supervisor monitored the call. |
| Hold Duration | The sum of time (in seconds) the barging supervisor placed a consumer on hold during an interaction. Values will only appear if the supervisor puts the consumer on hold. |
| Supervisor's Name | The name of the supervisor who barged the call. |
| Count of Other Agents | The unique number of agents, other than the supervisor, that were conferenced into the entire call. |
| Interaction ID | The unique identifier of the barging supervisor's interaction. |
| Call ID | The unique identifier of the entire call. |