---
title: Supervisor Console
slug: contact-center/supervisor-console
docTags: 
createdAt: 2025-11-03T04:24:31.620Z
---

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.

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/5VJ66NSfZHNGkCaFQaadh-20260729-060232.png" size="90" width="1475" height="726" position="center" caption="Figure: Supervisor Interface" darkWidth="1475" darkHeight="726" showCaption="true"}

## 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.

:::BlockQuote
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.

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/I9TFLowEudBdvgd9GmSPV-20260729-051337.png" size="60" width="201" height="305" position="center" caption="Figure: Internal Chat Window" darkWidth="201" darkHeight="305" showCaption="true"}

**Key Features:**

- Displays a list of active users at the top of the chat panel, shown by their initials (e.g., *John Doe → JD*).

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/yamIor1TRqGcaCCSFhLkP-20260729-051335.png" size="60" width="216" height="334" position="center" showCaption="false"}

- Hover over initials to view the **full username** and **user ID**.
- Search for users by **username** or **user ID** using the search bar.

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/ortQpMAm9idmctC7NruAD-20260729-051337.png" size="60" width="217" height="334" position="center" showCaption="false"}

- Hovering over a name in search results also shows detailed user information.

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/qOirlR27qtuzDLLOrT6PZ-20260729-051336.png" size="50" width="215" height="334" position="center" showCaption="false"}

:::BlockQuote
**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.

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/If_rDkLsiWUGjcoRmagYM-20260729-060232.png" size="70" width="379" height="155" position="center" caption="Figure: " Callback Notification" in Supervisor Console" showCaption="true"}

## 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.      |