Team View
Monitor every agent, every call, in real time.
Team View FAQs
How do I see if an agent is currently on a call?
Team View shows a live status badge (Available, On Call, Away) next to every agent's name.
Can I reassign a call to another agent?
Yes, use the quick reassignment option to move a lead or call to a different agent in a couple of clicks.
Can I filter by department or shift?
Yes, Team View supports filtering by department and shift so you can focus on the group you manage.
Can I compare weekly performance?
Yes, you can switch between daily and weekly productivity views for the whole team.
Overview
Team View gives supervisors a live roster of agent status — available, on call, or away — alongside individual performance metrics like calls handled and average talk time.
Spot bottlenecks before they become problems and rebalance workload across your team in seconds.
Filter by department or shift to focus on the group you manage, and drill into any agent's day without leaving the page.
Review workloads with context
- Select the employee group and period you need to review using the controls available in your workspace.
- Compare activity alongside assignments and working hours. Initial enquiries and detailed proposal calls are different types of work.
- Discuss meaningful changes with the employee and agree on a specific support or coaching action.