---
title: Supervisor Guide
slug: harmony/supervisor-guide
docTags: 
createdAt: 2026-01-21T06:38:56.561Z
---

**Supervisor Manual: Omni Version1 **

# Overview

The Contact Center Supervisor Interface is a unified, web-based dashboard designed to give team leaders and managers complete real-time visibility and control over contact center operations. It serves as a command center for monitoring agent performance, tracking campaign metrics, and intervening in interactions to ensure quality.

Here are the key capabilities of the interface:

- **Real-Time Monitoring:** Supervisors can view live agent statuses (e.g., Ready, Talking, On Break), queue wait times, and active call details through customizable wallboards.
- **Call Intervention Tools:** It provides features to manage live interactions, including **Snoop/Listen** (monitor without detection), **Whisper** (coach the agent without the customer hearing), and **Barge-in** (join the call directly to assist).
- **Agent Management:** Supervisors can force-logout agents, change their work states, or reassign them to different campaigns dynamically based on traffic volume.
- **Analytics & Reporting:** The interface offers access to historical data and real-time KPIs—such as Average Handling Time (AHT) and First Call Resolution (FCR)—allowing for immediate data-driven decision-making.



**Supervisor web interface access includes:**

1. [Supervisor Login](docId\:HZOI26344srV1ikOLZOC7)
2. [Supervisor Console](docId\:qssZJ-CMe7nVnc0DwLj9e)
3. [Process Settings](docId\:W8K7vgZyKWWlHZrOk0gOC)
4. [Monitor Tab Introduction](docId\:BD57ADIgoDyA-5NwekaFH)
   - [Monitor Inbound Campaign](docId\:tUIb5iKDazUWBnkQkPkJ5)
   - [Monitor Outbound Campaign](docId\:Xeosm3ngsntDyeQOGMKlT)
   - [Monitor Omni Campaign](docId\:y-j8BGFK66rjAg7VcDZZX)
5. [Manage Tab Introduction](docId\:c14vx-Tuqmia0qebdGoD0)
6. [Workbench](docId\:LCKr7yfqOuS7Upoybyr2-)
7. [Reports](docId\:nWoURz6fw0aNJDsS6hvkn)
8. [Supervisor Account Menu](docId\:N4tHSf0SJObYBtGaycyVQ)
9. [Logging Out](docId\:UlMNc_-MCHRuGJ9U-gIn6)