---
title: "Supervisor workflows overview"
slug: "supervisor-workflows-overview"
description: "Voiso provides a suite of tools that contact center supervisors can use to monitor the performance of agents and groups of agents."
tags: ["Agent Panel", "Overview", "supervisor", "Getting started"]
updated: 2025-09-24T14:26:19Z
published: 2025-09-24T14:26:19Z
canonical: "docs.voiso.com/supervisor-workflows-overview"
---

> ## 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 Guide overview

**Who should read this article**: Supervisors

Voiso provides a suite of tools that contact center supervisors can use to monitor the performance of agents and groups of agents.

## Introduction

Users with the Supervisor role have access to a variety of tools to help you manage and monitor your team. Some of these tools overlap with what administrators use, but most of what you’ll work with applies just to your team rather than the whole contact center. For certain features, like system-wide reports, you might only have "view-only" access to see what’s already been set up.

          Tip

          

The [Additional supervisor capabilities](/v1/docs/supervisor-workflows-overview#additional-supervisor-capabilities) section below provides links to information in the [Administrator Guide](/v1/docs/administrator-guide) that might pertain to supervisor activities in your contact center.

The following subsections give you an overview of the tools at your fingertips, along with links to guides that explain how to use them. Whether you’re checking in on agent performance, reviewing call quality, or using speech analytics, these tools make it easier to keep things running smoothly and meet your team’s goals.

          Note

          

Not all of these features might be available to you in your contact center. Some features might not be enabled for you or might not be available for your contact center plan.

### Speech Analytics

Voiso [Speech Analytics](/v1/docs/speech-recognition) employs advanced AI technology and Machine Learning capability to detect spoken languages automatically and analyze keyword usage.

#### Real-time dashboard

Speech Analytics provides data to the Real-time dashboard [Agent Monitoring](/v1/docs/reporting-agent-monitoring-overview) widgets, including:

- [Agent List](/v1/docs/reporting-agent-list-dashboard)
- [Keyword counter](/v1/docs/reporting-keyword-counter).

#### Historical reports

Speech Analytics provides data to [Historical reports](/v1/docs/reporting-agent-list), including:

- [Agent List](/v1/docs/reporting-agent-list)
- [Keyword groups report](/v1/docs/keyword-groups-report)

#### CDR

Speech Analytics flags keyword usage in call transcripts in the [CDR](/v1/docs/supervisor-workflows-using-the-cdr) to make it easy for supervisors to review call recordings visually.

Users with CDR access granted, typically [Supervisors and Analysts](/v1/docs/basic-user-roles), can select their preferred transcript language. Refer to [User Profile](/v1/docs/supervisor-user-profile) in the [Supervisor Guide](/v1/docs/supervisor-workflows) for information about enabling this feature and selected languages you want to translate to your preferred language.

### Voice quality analysis

Supervisors can use the [CDR](/v1/docs/supervisor-workflows-using-the-cdr) to review and compare the Mean Opinion Score (MOS) of different calls or search for specific ranges of MOS. MOS is an objective measure of call quality that enables you to gain insights into call connection quality.

### Call history with advanced search

Use the Voiso Call Detail Record's ([CDR](/v1/docs/supervisor-workflows-using-the-cdr)) powerful search with over 30 filters to comb interaction data and gain insights into agent and system performance.

### Call recordings

Listen to recordings of any call, available from the [CDR](/v1/docs/supervisor-workflows-using-the-cdr), to ensure compliance and quality of service from your agents.

### Call data export

Voiso enables you to stream raw call details and recordings to [Amazon SQS and Amazon S3](/v1/docs/third-party-aws-sqs) for processing outside Voiso.

### Agent Zoom

Access the [Agent Zoom](/v1/docs/supervisor-workflows-agent-zoom) to manage each agent using a comprehensive widget to view all activities, specify queue membership, and start call supervision, including Silent Call Monitoring, Whisper Coaching, Call Barging, Interception, Call Termination, and Agent Force Logout.

### Omnichannel Supervisor dashboard

Use the [enhanced Agent Zoom](/v1/docs/supervisor-workflows-omnichannel-supervisor-dashboard) to monitor agents handling omnichannel interactions.

### Feature Access Codes

For contact centers that use hardware phones and third-party softphones, initiate [call monitoring features](/v1/docs/supervisor-workflows-monitoring-hardware-phone-agents) using unique DTMF number code combinations.

### Agent monitoring dashboard

Monitor agent activity across your contact center using the Voiso [Real-time dashboard](/v1/docs/supervisor-workflows-using-dashboards-to-monitor-agents) widgets.

### Queue monitoring dashboard

Monitor queue activity across your contact center using the Voiso [Real-time dashboard](/v1/docs/supervisor-workflows-using-dashboards-to-monitor-queues) widgets.

### Historical reports

Use the Voiso [Historical Reports](/v1/docs/reporting-historical-reports-overview) feature to run reports or schedule regular reports on the performance of your agents and queues to monitor trends and plan improvements.

## Additional Supervisor capabilities

Users with the Supervisor role also have access to the following Voiso features.

          Note

          

Some of these features may be "view-only" for a user with the Supervisor role assigned.

| Feature | Description |
| --- | --- |
| Users | You can access the **[Users](/v1/docs/users-users)** page to view and edit user settings for agents you supervise. |
| Teams | You can access the **[Teams](/v1/docs/users-teams)** page to view the teams you supervise. |
| Inbound numbers | You can access the **[Inbound numbers](/v1/docs/inbound-inbound-numbers)** page. In the **My numbers** tab, you can add numbers to [CID groups](/v1/docs/outbound-cid-groups), [flows](/v1/docs/inbound-flows), delete numbers, add third-party numbers, and download a CSV of your numbers. In the **Buy numbers** tab, you can buy numbers for your contact center. |
| Queues | You can access the **[Queues](/v1/docs/inbound-queues)** page and edit your Queues. |
| Flows | You can access the **[Flows](/v1/docs/inbound-flows)** page and view flows. You can access the **Flow Builder** and view flows. |
| Dialer campaigns | You can access the **[Dialer campaigns](/v1/docs/outbound-dialer-campaigns)** page to create and edit Dialer Campaigns. You may only assign agents that you supervise to the campaigns you create. |
| Broadcast messages | You can access the **[Broadcast messages](/v1/docs/messaging-broadcast-messages)** page and create and view your messages. |
| Wrap-up codes | You can access the **[Wrap-up codes](/v1/docs/administration-wrap-up-codes)** page to create, edit, and view all wrap-up codes. |
| Unavailable codes | You can access the **Unavailable codes** page to create, edit, and view all Unavailable codes. |
| Media | You can access the **Media** page to add, delete, and download media files. |
| Keyword Groups | You can access the **[Keyword groups](/v1/docs/administration-keyword-groups)** page to add, edit, and delete keywords and Keyword groups. |
| Webhooks | You can view the current [webhooks](/v1/docs/webhooks) that are configured for your contact center. |
| Agent Panel | You can access the **[Agent Panel](/v1/docs/agent-panel)** to make [outbound calls](/v1/docs/agent-panel-outbound-calls), answer [inbound calls](/v1/docs/agent-panel-inbound-calls), participate in [Dialer Campaigns](/v1/docs/agent-panel-outbound-campaigns), dial internal extensions and external phone numbers, view your call history, select a CID group, and view your metrics. Refer to the [Using the Agent Panel](/v1/docs/supervisor-workflows-overview#using-the-agent-panel) section for information about using the **Agent Panel** as a supervisor. |

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Supervisors%20Voice%20Over.mp4)

## Using the Agent Panel

Supervisors have access to the **Agent Panel** just like other contact center users.

![Supervisor Guide Agent Panel Tour](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20Agent%20Panel%20Tour.gif)

You can use the **Agent Panel** to:

- Make [outgoing phone calls](/v1/docs/agent-panel-outbound-calls), call an internal extension
- Join [Dialer campaigns](/v1/docs/outbound-dialer-campaigns-overview) to handle calls
- Review your inbound and outbound call history (Recents)
- Manage your CID group
- Review your [metrics](/v1/docs/agent-panel-agent-metrics)
- Receive calls [transferred, conferenced, or consulted](/v1/docs/agent-panel-transfer-consult-and-conference) by agents
- Supervise your agent's calls when you use the [Manager Actions](/v1/docs/supervisor-workflows-agent-zoom#managing-agents-and-calls)

For information about how to use the **Agent Panel**, refer to [Agent Panel: Getting started](/v1/docs/agent-panel-getting-started).

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Agents.mp4)

Artificial Intelligence. A cognitive technology that uses and analyzes data, algorithms, and programming to perform actions, predict problems, and adapt to changing states.

Mean Opinion Score. A measure of call quality on a VoIP line, ranging from 5 (excellent) to 1 (bad). Voiso continuously tests call quality and determines MOS automatically using latency (delay), jitter, % packet loss, and effective latency (+2*jitter + 10.0). MOS is included in the Call Detail Records of voice calls. See also, MOS TC (MOS Threshold Count).

Dual Tone Multifrequency. A system that uses audio tones to represent digits on a keypad. When a person presses the numbers on their phone to dial a number or make a selection in an IVR, they are sending DTMF audio tones to the phone system.

Agents working under a common supervisor are considered to be a part of a team. Teams enable you to group users together for common business purposes. You can create many different teams for different business purposes. A user may be assigned to more than one team and a supervisor may supervise more than one team. You can assign agents to Dialer campaigns and Caller ID groups either individually or as part of a team.

A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.

The way a call or other interaction is routed within your contact center system from IVR to queue to agent or voicemail. An ideal flow always enables an interaction to reach the best target to handle it. A well designed flow never lets the caller reach a deadend or loop. A flow is your customer service road map. A well designed flow ensures that callers are given the correct options for the time of day they call. A good flow ensures that the call reaches resolution in the most efficient way.

An outbound calling campaign where agents are assigned to handle calls that are automatically dialed and connected by the Voiso Dialer. Dialer handles the rate at which calls are dialed based on the number of available agents. The list of phone numbers in the campaign are pre-loaded from a CSV file or imported from a CRM.

An agent status. The agent is logged in, but is not available to handle interactions. Unavailable with a reason, such as lunch break or team meeting. Also, an agent metric: the duration an agent was in the **Unavailable** (with reason) status after login.

A telephone extension refers to a number used to identify and dial a softphone, hardware phone, or queue within a contact center.

A phone number that is outside of the contact center dialing system. Within an organization, an external phone number might refer to a cellphone, softphone, or hardware phone that cannot be reached by dialing a contact center extension number.

Caller ID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent.

## Related

- [Agent Panel](/agent-panel.md)
- [Outbound calls](/agent-panel-outbound-calls.md)
- [Agent metrics](/agent-panel-agent-metrics.md)
- [Inbound calls](/agent-panel-inbound-calls.md)
- [Transfer, Consult, and Conference](/agent-panel-transfer-consult-and-conference.md)
- [Speech Analytics overview](/speech-analytics.md)
- [Keyword groups](/administration-keyword-groups.md)
- [Wrap-up Codes](/reporting-wrap-up-codes-dashboard.md)
- [Broadcast messages](/messaging-broadcast-messages.md)
- [Users](/users-users.md)
- [Teams](/users-teams.md)
- [Agent Zoom](/supervisor-workflows-agent-zoom.md)