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 the supervisor workbench has a similar interface and functionality as the agent console , except that certain agent specific tabs (like call details) may be unavailable \[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 note this feature must be enabled by the administrator 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