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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.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-03-05 UTC."],[[["Supervisors have the ability to barge into ongoing voice calls, allowing them to both listen and participate in the conversation."],["The Supervisor Monitoring Report can be accessed through the path **Reports \u003e Agents & Teams \u003e Supervisor Monitoring Report**."],["This report provides details about each call where a supervisor barged in, including start and end times, duration of monitoring, and other pertinent details."],["The report lists the supervisor's name, along with other agents involved, and whether they placed the customer on hold during the interaction."],["The Report provides distinct identifiers for the supervisor's interaction and the overall call, under the labels Interaction ID and Call ID, respectively."]]],[]]
into connected voice calls. They can listen in as well as contribute to
the conversation.