# Call Center Supervise call queues live, coach agents on calls, respond to alerts, and measure service level, occupancy, and adherence. Created: September 16, 2026 Updated: September 18, 2026 ## Overview Open it from **CRM → Admin → Phone → Call Center**. Agents can also get to their own stats from the **My stats** link in the softphone. It works with the queues you build in [Call Queues](https://docs.vinsi.ai/telephony/queues). Tabs: - **Live** — real-time wallboard (admins and supervisors; refreshes every 10 seconds). - **Reports** — queue, agent, and skill reports with CSV export. Agents see **My stats** instead. - **Settings** — reason codes, disposition codes, supervisors, and retention (admins). - **Queue setup →** — jumps to Phone Settings → Queues (admins). The same wallboard and settings are also in **Phone Settings → Queues** under the **Live** and **Codes & supervisors** views. ### Roles | Role | Who | Can do | | ----------------- | ---------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------- | | **Administrator** | Organization admins and owners | Everything, for every queue — including Settings, Change history, and queue setup. | | **Supervisor** | Members assigned to queues in Settings → Supervisors | Live wallboard and reports for their queues; change their agents' status, queues, and skills; listen/whisper/barge; get alerts by email. | | **Agent** | Primary or backup members of a queue | Set their own status (softphone or \*45/\*46/\*47) and view **My stats**. | ## Add Supervisors 1. Go to **Call Center → Settings** (admins). 2. In **Supervisors**, click **Add supervisor**. 3. Pick a member, tick the queues they supervise, and click **Save**. Click **Edit** to change their queues; untick every queue and click **Remove supervisor** to remove them. A supervisor needs their own softphone or desk phone to monitor calls. ## Live Wallboard ### Queue Tiles | Metric | Meaning | | ---------------------------------- | -------------------------------------------------------------------------------- | | **Waiting** | Callers holding now. Amber when any are waiting, red at the queue's alert count. | | **Longest wait** | How long the oldest caller has held. Red at the queue's wait alert. | | **Agents free** | Agents ready for a call. Red at zero. | | **On calls** | Agents talking now. | | **Answered today** / **Abandoned** | Since midnight in your organization's time zone. | | **Service level** | Share answered within the queue's target seconds; green at or above target. | | **Avg answer** | Average time callers held before an agent answered. | ### Agents Table Columns: **Agent**, **Status**, **For**, **Queues**, **Handled today**, **Avg talk**. | Status | Meaning | | --------------------------- | ---------------------------------------------------------------------------------- | | Available | Ready for queue calls. | | Ringing / On a call | A call is ringing or connected. **For** shows the call timer. | | After-call work | Wrapping up; no queue calls until done. | | Unavailable · reason | On break, lunch, etc. **For** turns red when past the reason's limit. | | Logged out | Not taking queue calls. | | Available — no phone online | Marked available, but none of their phones are connected — calls can't reach them. | Action buttons on each row: - **Unavailable** (pick a reason) / **Available** — change the agent's status. - **End wrap-up** — end after-call work early. - **Log in** / **Log out** — add or remove the agent from queue calls. - **Listen** / **Whisper** / **Barge** — while the agent is on a call. - **Queues & skills** — change the agent's queues and skills. ### Queues & Skills In the **Queues & skills** dialog, set each queue to **Not in queue**, **Primary**, or **Backup** (backup agents only get calls after primary agents). Under **Skills**, set Primary / Secondary / Training, **Remove** skills, or search to add one. Click **Save** — changes apply to the phone system right away. Supervisors can only change queues they supervise, but skill changes affect every queue and hunt group. See [Skills-Based Routing](https://docs.vinsi.ai/telephony/skillsRouting). ## Listen, Whisper & Barge 1. On the Live wallboard, find an agent who is _On a call_. 2. Click **Listen**, **Whisper**, or **Barge**. 3. Your softphone and desk phone ring — answer to join the call. | Mode | Who hears you | Switch key | | ----------- | -------------------------- | ---------- | | **Listen** | Nobody — silent monitoring | 4 | | **Whisper** | Only the agent (coaching) | 5 | | **Barge** | Agent and caller | 6 | Press the keys during monitoring to switch modes. You can't monitor your own call. Every use is recorded in Change history. ## Alerts Alerts appear in the **Alerts** card on the wallboard (last 24 hours) until someone clicks **Acknowledge**, and are emailed as **Call center alert: …** to the queue's supervisors plus any addresses in the queue's **Also email alerts to** field. Admins who aren't supervisors see alerts on the wallboard but aren't emailed. | Alert | Triggers when | Set in queue | | ----------------- | --------------------------------------------------------------------------- | --------------------------------------------- | | Long wait | A caller waits past the limit (at most every 10 min per queue) | Alert when a caller waits (seconds) | | Too many waiting | Waiting callers reach the count (at most every 10 min) | Alert when this many are waiting | | Overflow | A caller times out, finds no agents, or finds the queue full | Alert when a caller overflows (on by default) | | Reason over limit | An agent stays Unavailable past the reason code's max minutes | Reason codes (Settings) | | Service level | Last hour had 5+ callers and service level is below target (at most hourly) | Answer within / Service level target | ## Callback Requests When queue callbacks are on, **Callback requests (last 7 days)** lists callers who pressed 1 to be called back. | Status | Meaning | | --------------------------------------------------------------- | ----------------------------------------------------------------- | | Holding their place | Waiting in line without staying on the phone. | | Agent connected — calling | An agent is free and the caller is being dialed. | | Called back | Completed. | | Caller didn't answer / Timed out in queue / No agents available | Needs follow-up — call them yourself, then click **Mark called**. | Click **Dismiss** to clear finished requests from the list. ## Reports Choose **From** / **To** dates or a preset (**Today**, **7 days**, **30 days**, **90 days**; up to 400 days) and a **Queue**. Click **Export CSV** to download the report you're viewing. ### Queue Performance | Metric | How it's calculated | | -------------------- | ----------------------------------------------------------------------------------------------------------------------------- | | Offered | Every caller who reached the queue, including after-hours and overflow. | | Answered / Abandoned | Callers an agent answered / callers who hung up while waiting. | | Abandon rate | Abandoned ÷ finished calls. | | Overflowed | Timed out, no agents, or queue full. | | After hours | Callers who arrived while the queue was closed. | | Callbacks | Completed ÷ requested callbacks. | | Avg speed of answer | Average hold time of answered calls. | | Avg handle time | Average talk + wrap-up per answered call. | | Service level | Answered within the target seconds ÷ finished calls (excluding after-hours). Abandoned and overflowed calls count against it. | | Dispositions | Count of each outcome agents picked. | ### Agent Performance | Metric | How it's calculated | | --------------------------------------------- | -------------------------------------------------------------------------------- | | Handled | Queue calls the agent answered. | | Logged in / Available / Wrap-up / Unavailable | Time in each status, with Unavailable broken down by reason. | | Occupancy | Talk + wrap-up time ÷ time available or wrapping up. | | Adherence | Time available or wrapping up during the agent's Work Schedule ÷ scheduled time. | | No disposition | Answered calls without an outcome picked. | Adherence shows _No schedule_ until the agent is added to a Work Schedule in **Tickets → Admin**. **Skill coverage** shows eligible agents per queue by skill level — see [Skills-Based Routing](https://docs.vinsi.ai/telephony/skillsRouting#skills-coverage). ### Change History Admins see who changed what — queues, skills, agent queues and skills, codes, supervisors, settings, audio, and monitoring — with the most recent 500 entries in the date range. ## Settings ### Reason Codes Reasons agents pick when going Unavailable, each with an optional max minutes (1–1440). Supervisors are alerted when an agent stays longer. Add with **New reason, e.g. Coaching** → **Add**. Codes can't be deleted — use **Turn off** so old reports keep their names. | Default reason | Max | | ---------------- | -------- | | Break | 15 min | | Lunch | 60 min | | Meeting | 60 min | | Training | 120 min | | System Issue | 30 min | | Back-Office Work | No limit | ### Disposition Codes Outcomes agents pick during after-call work. Defaults: Resolved, Escalated, Transferred, Callback Scheduled, Voicemail, Misdirected. Turn on **Agents must pick a disposition** in a queue to require one (wrap-up then lasts at least 60 seconds). ### History Retention Queue call records, agent status history, alerts, and change history older than this many days (7–3650, default 90) are deleted automatically.