Supervisor Persona

role overview the supervisor is a critical managerial role within the cobrowsing platform, positioned as the next level under admin supervisors possess significant console access to oversee and support their team of agents effectively console access supervisors have access to the following key sections within the cobrowsing console support history agent management analytics audit trail documents profile settings these access levels allow supervisors to monitor, manage, and analyze team and customer support activities efficiently lead and agent management lead transfer supervisors have the authority to transfer leads between agents from the active customers dashboard, supervisors can click on an agent's id to change the agent assigned to a lead they can search through available agents matching the lead’s product category and language requirements supervisors and admin allies can assign unassigned leads to any online agent under their domain who matches the lead category and language tag assignment occurs via clicking the assign button on leads, followed by selecting the agent from a dropdown self assigned leads & analytics supervisors can view details of agents’ self assigned leads, including number of self assigned sessions average time taken for self assignment ( average self assign time ) these metrics are available via two new cards on the inbound analytics page, visible to supervisors and admin allies supervisors also see agent wise counts and average times to assess workload and efficiency active customer lead transfer supervisors can transfer leads directly from the active customer's dashboard, especially before an agent has joined the session unassigned lead queue supervisors can manage unassigned leads, assigning them to agents efficiently based on availability, category, and language benefits for supervisors enhanced team oversight with real time lead and session status monitoring capability to dynamically reassign work to balance agent load and improve customer response times access to detailed analytics for performance review and process optimization