Monitor Agents

The Supervisor Dashboard in Associate Assist empowers supervisors with the tools and visibility needed to effectively oversee their assigned agents.

My Agents Tab Overview

To manage and view your assigned agents, access the My Agents tab. This tab provides a real-time snapshot of each agent’s status, line of business (LOB), and recent activity, along with quick-access tools like View Agent and Call History to support informed supervision and timely decision-making.

My Agents (List View)

When viewing the My Agents tab with List View selected, agent details are organized into clearly labeled columns. This layout allows supervisors to quickly scan and compare key information—such as agent name, extension, line of business (LOB), status, and last activity—across multiple agents at once.

My Agents Tab (List View)

My Agents (Card View)

When viewing the My Agents tab with Card View selected, each agent’s details are displayed within individual cards. This layout highlights key information, such as name, extension, LOB, status, and last activity, in a visually organized format, making it easier to focus on one agent at a time and take quick actions when needed.

My Agents Tab (Card View)

Agent Details

Whether you are viewing the My Agents tab in List View or Card View, you can easily access the following same key agent details:

  • Extension – Displays the unique phone or system number assigned to the agent, used for internal communication and call routing.
  • Agent Name – Displays the name of the agent.
  • LOB – Indicates the specific service area or department the agent is assigned to, such as customer support, billing, or technical assistance.
  • Status – Shows the agent’s current availability (e.g., online, offline, on a call).
  • Last Activity – Displays the most recent time the agent was active in the system, helping supervisors track engagement and availability.
  • Action – Provides quick-access to View Agent or Call History, allowing supervisors to take immediate action or review agent performance. See the View Agent and Call History sections for additional details.

View Agent

Updates/changes are in the works for this feature. This section will be included when those updates are ready.

Call History

Updates/changes are in the works for this feature. This section will be included when those updates are ready.