Supervisor Console
After logging in, the Supervisor gains access to the Supervisor Console — a unified interface for monitoring, managing, and controlling all assigned campaigns and processes in real time.
The console allows Supervisors to:
- View live agent and campaign activity.
- Modify agent states, queue parameters, and assignments.
- Access performance reports, logs, and control tools — all from a single workspace.
Overview of the Supervisor Console
The Supervisor Console is divided into the following main sections:
- Left Navigation Bar
- Monitor
- Manage
- Workbench
- Reports
- Voice Logs
- Internal Chat
- Bell Notifications
- Ameyo Control Panel (ACP)
Each section serves a specific function, enabling Supervisors to efficiently oversee operations, manage configurations, and interact with agents.
Left Navigation Bar
The Left-Side Navigation Bar provides access to all campaigns and processes assigned to the Supervisor.
- When collapsed, click the “= (Menu)” icon to expand it.
- When expanded, click “X” to collapse the sidebar.
The navigation bar acts as the central hub — both the Monitor and Manage tabs dynamically update based on the selected Process or Campaign.
Process Settings
Supervisors can click on any Process in the navigation bar to access and modify its associated settings.
[Know more → Process Settings Section]
Monitor
The Monitor tab enables Supervisors to track the real-time performance of agents, queues, and campaigns to which they are assigned.
It provides visual insights into call activity, agent states, SLA adherence, and queue loads.
[Know more → Monitor Tab Section]
Manage
The Manage tab allows Supervisors to configure and control different campaign settings — such as agent assignments, queue properties, and routing rules — based on operational needs.
[Know more → Manage Tab Section]
Workbench
The Workbench enables Supervisors to log in as users to handle Voice, Chat, or Email (Interaction) campaigns.
From the Workbench, Supervisors can:
- Make and receive calls.
- Use call-control features such as Confer, Transfer, Mute, and Hold.
- Handle customer interactions across multiple channels.
[Know more → Workbench Section]
Reports
The Reports tab provides detailed analytical insights into:
- Call activity and performance
- Agent productivity
- Queue statistics
- SLA adherence
Supervisors can use these reports to evaluate performance, plan resources, and ensure reporting accuracy through optimized configurations.
Voice Logs
The Voice Logs tab allows Supervisors to review and download recorded call audio files directly to their system for audit, training, or quality assurance purposes.
Ameyo Control Panel (ACP)
The Ameyo Control Panel enables Supervisors to perform system-level control operations and configurations, such as managing global settings, restarting services, or monitoring infrastructure health (if permitted by role).
Internal Chat
The Internal Chat feature allows Supervisors and agents to communicate internally for quick coordination.
Key Features:
- Displays a list of active users at the top of the chat panel, shown by their initials (e.g., John Doe → JD).
- Hover over initials to view the full username and user ID.
- Search for users by username or user ID using the search bar.
- Hovering over a name in search results also shows detailed user information.
Bell Notifications
The Bell Icon in the top bar displays system alerts and important notifications.
For example, the Supervisor may be notified about inbound calls not being routed or other system events requiring attention.
Multi-Tab Operations
Supervisors can efficiently monitor multiple agents and campaigns simultaneously using multi-tab support within a single browser session.
Key Highlights:
- Supervisors can open up to 5 active Ameyo tabs in the same browser.
- Each tab can monitor different agents, campaigns, or reports.
- This enables simultaneous supervision across various processes without repeated logins.
Note:
- The Workbench can only be used in one tab at a time.Attempting to open it in multiple tabs will disable its functionality.
- Opening more than five tabs will render the additional ones non-functional.
Summary of Supervisor Console Sections
Section | Description |
|---|---|
Monitor | Real-time monitoring of agents, queues, and campaign activity. |
Manage | Configure campaign parameters, queues, and agent assignments. |
Workbench | Handle calls, chats, or tickets directly like an agent. |
Reports | View detailed campaign and agent performance metrics. |
Voice Logs | Access and download call recordings. |
Internal Chat | Communicate with team members via in-app messaging. |
Bell Notification | Receive system alerts and performance notifications. |
ACP (Control Panel) | Perform higher-level administrative or control operations. |
Multi-Tab Support | Monitor up to five views simultaneously in separate tabs. |