1. Objective

The Supervisor section allows you to:

• View the real-time status of agents (presence, workload, availability).
• Measure activity (ongoing interventions, completed, average time, etc.).
• Supervise or assist an agent during a conversation:
  1. In read-only mode (observe).
  2. In control-takeover mode (act on behalf of the agent).

2. Access and Roles

• Access to the Supervisor page is reserved for admin users (supervisors).
• If you are not an admin, access is denied.

3. Available Screens

A) Supervisor Dashboard (Agent List) — /supervisor

This dashboard displays for each agent:

• Identity (name, email)
• Status:
  1. Absent: offline or on break.
  2. Available: online with available capacity.
  3. Connected: online but at maximum capacity.
• Presence (connection time).
• Last activity.
• Capacity (active/total capacity).
• Indicators: Ongoing interventions / Completed interventions / Waiting clients / Average handling time.

Main Action

• Open an agent's monitoring to supervise them.

B) Agent Monitoring — /supervisor/agents

This page allows you to observe an agent's activity.

Key Functions

• Switch agent: change agent from a list.
• Take control:
  1. OFF: read-only (you observe).
  2. ON: you can act as the agent.

What you can supervise

• Client list.
• Conversation.
• Information panel.

In read-only mode, you can also see a draft if the agent is currently typing.

4. Supervisor Actions on a Client

From the action menu (...) of the conversation:

• Recategorize a client.
• Assign to an agent.
• Block a client.

5. Procedures (Step-by-Step)

A) Monitor Workload and Availability

1. Go to Supervisor.
2. Identify statuses:
   1. Available = preferred.
   2. Connected = saturated.
   3. Absent = offline/on break.
3. Check capacity and indicators.

B) Help an Agent Without Disturbing (Read-Only)

1. Open the agent from the dashboard.
2. Leave "Take control" deactivated.
3. Observe client, conversation, and info.

C) Intervene (Take Control)

1. Open the agent page.
2. Activate "Take control".
3. Perform the necessary action.
4. Deactivate "Take control" afterwards.

D) Reassign a Client

1. Open the conversation.
2. Menu (...) → Assign to an agent.
3. Choose an available agent.
4. Confirm.

6. Frequent Assignment Errors

• Agent offline.
• Agent absent (on break).
• Agent at maximum capacity.