--- title: "Supervisor features" slug: "supervisor-features-faq" updated: 2025-12-24T16:54:54Z published: 2025-12-24T16:54:54Z canonical: "docs.voiso.com/supervisor-features-faq" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Supervisor features {{variable.AudienceAdminSuper}} This article contains a list of common questions with answers that link to articles where the information is documented. :::(Info) (Purpose) For technical issues, see the [Troubleshooting section](/v1/docs/troubleshooting). ::: #### Q: How can I monitor a specific agent’s live performance and intervene when needed? A: Use the **Agent Zoom** panel to track agent availability, queue assignments, and live interactions. You can monitor, whisper, barge-in, or terminate live calls. For digital channels, you can also send private messages or take over the conversation using manager actions like Intercept. The **Agent Zoom** panel is accessed from the **Agent List** Real-time dashboard. See: [Using Agent Zoom](/v1/docs/supervisor-workflows-agent-zoom) and [Agent List](/v1/docs/reporting-agent-list-dashboard). #### Q: What’s the best way to monitor queue performance and respond to overloads? A: Use the **Queues Dashboards** to monitor active and waiting interactions, queue wait times, and the number of available agents. If a queue is overloaded, you can assign more agents directly from the dashboard. See: [Using dashboards to monitor queues](/v1/docs/supervisor-workflows-using-dashboards-to-monitor-queues) and [Queue monitoring](/v1/docs/queue-monitoring). #### Q: Can I monitor agent and queue performance together in one view? A: Yes. Use the **Real-time dashboard** to build a customized view that combines widgets for queue health, agent activity, interaction volume, and SLA performance. This helps supervisors make fast decisions using up-to-date data. See: [Using dashboards to monitor agents](/v1/docs/supervisor-workflows-using-dashboards-to-monitor-agents), [Using dashboards to monitor queues](/v1/docs/supervisor-workflows-using-dashboards-to-monitor-queues), and [Real-time dashboard overview](/v1/docs/reporting-real-time-dashboard-overview). #### Q: How can I review past calls or chat interactions for coaching and quality assurance? A: Use the **Call Detail Records (CDR)** page to search past interactions by time range, agent, queue, or outcome. You can download call recordings, read transcripts, view wrap-up details, and investigate performance issues or customer complaints. See: [Using the CDR](/v1/docs/supervisor-workflows-using-the-cdr) and [Call Detail Records overview](/v1/docs/reporting-cdr). #### Q: How can I analyze long-term agent or queue performance? A: Use **Historical Reports** to analyze trends in call volume, SLA performance, interaction outcomes, and agent activity over days, weeks, or months. You can filter by queue, agent, or interaction type, and export reports as needed. See: [Historical Reports](/v1/docs/reporting-historical-reports) #### Q: Can I schedule recurring reports to track KPIs? A: Yes. Use **Scheduled Reports** to generate recurring exports of performance metrics. You can select the report type (e.g., queue metrics or agent activity), customize filters, and choose delivery timing. Scheduled reports are ideal for tracking week-over-week or monthly KPIs. See: [Report Scheduling](/v1/docs/report-scheduling) #### Q: What if I supervise agents using hardware phones or third-party softphones? A: You can still monitor these agents by dialing a prefix code from Agent Panel. Once connected, you'll hear their call in progress just as you would when monitoring from **Agent Zoom**. Prefix codes for Whisper and Barge-in are also supported. The specific prefix values are assigned by your contact center administrator. See: [Monitoring hardware phone agents](/v1/docs/supervisor-workflows-monitoring-hardware-phone-agents) #### Q: How do I enable automatic transcript translation for Speech Analytics? A: Open your **User profile** by clicking your initials in the main menu bar. Click **Account settings**, then in the **Transcript settings** section, click **Enable transcript translation**. Choose at least one language in **Translate from**, then pick your preferred language in **Translate to**, and **Save**. Transcripts (and their summaries) in **Extended Call Details** will be shown in your selected language. See: [Speech Analytics](/v1/docs/speech-analytics), [Extended Call Details (Voice)](/v1/docs/extended-call-details-voice). #### Q: Can I use Voiso in Spanish? A: Yes. {{variable.BrandName}} supports **English** and **Latin American Spanish** interfaces. To enable Spanish for your organization, contact your {{variable.BrandName}} account representative. After it’s enabled, set your preferred UI language in **User profile**. You can also set **Transcript Translation** to Spanish or several other languages. :::(Info) (More help) Still have questions? Contact support or explore our other [FAQ topics](/v1/docs/faq). :::