Supervision and quality

Running a floor day to day means three things: watching what’s happening right now, stepping into a call when you need to, and reviewing call quality after the fact.

How it fits together

The wallboard is your read-only overview — queue depth, agent states, service level. When something needs attention, monitor, whisper, or barge into a live call. Day to day agent and skill administration — forcing a state, assigning agents, editing skill tags — is an admin capability; supervisors view it but don’t configure it. Quality review happens after a call ends, against a scorecard.

Common tasks

Use the wallboard

Get started

Account and access

Voice connectivity

Inbound calls

Outbound and dialer

Agent workspace