--- title: "Using dashboards to monitor agents" slug: "supervisor-workflows-using-dashboards-to-monitor-agents" description: "Monitor the performance of your agents in real-time so that you can respond to changes quickly, improving efficiency." tags: ["monitor", "redial", "real-time", "monitoring", "Agent"] updated: 2025-09-24T15:28:50Z published: 2025-09-24T15:28:50Z canonical: "docs.voiso.com/supervisor-workflows-using-dashboards-to-monitor-agents" --- > ## 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. # Using dashboards to monitor agents **Who should read this article**: Supervisors Track agent performance in real time to respond swiftly to changes and enhance efficiency. ## Introduction The Voiso **[Real-Time Dashboard](/v1/docs/reporting-real-time-dashboard-overview)** offers a variety of widgets to help contact center managers monitor operations effectively. Supervisors and floor managers can use the **[Agent Monitoring](/v1/docs/reporting-agent-monitoring)** widgets to track Agent activity and performance as it happens. Before you can add and use the **Agent Monitoring** widgets, you must create a dashboard. For step-by-step instructions, see [Adding dashboards and widgets](/v1/docs/reporting-real-time-dashboard-overview#adding-dashboards-and-widgets). For better organization, consider creating multiple dashboards tailored to specific business needs. For example: - Create separate dashboards for each team you supervise. - Use one dashboard for agent monitoring and another for queue performance. This structure helps you focus on the metrics that matter most in each context. The following **Agent Monitoring** widgets are available: ### Agent Monitoring | Widget | Description | | --- | --- | | [Agent List](/v1/docs/reporting-agent-list-dashboard) | Monitor agents in real-time by selected state and metrics and access [Agent Zoom](/v1/docs/supervisor-workflows-agent-zoom) to view historical metrics, manage queue assignments, and initiate call monitoring features. | | [Agent Counter](/v1/docs/reporting-agent-counter) | Display the number of agents by status in a pie chart view, including the total number of logged-in agents. | | [Talk Time / Unique Clients](/v1/docs/reporting-talk-time-unique-clients) | Display a comparative bar graph showing the time agents talked to unique contacts. | | [Agent Activity Duration](/v1/docs/reporting-agent-activity-duration) | Display the total time that agents spent in each status. | | [Redial Counter](/v1/docs/reporting-redial-counter-dashboard) | Show the number of call attempts to a destination number during the reporting period. | | [Service Level](/v1/docs/reporting-service-level) | Display the Time to first response, Time to reply, and Time to resolution statistics. | | [Wrap-Up Codes](/v1/docs/reporting-wrap-up-codes-dashboard) | Display the wrap-up codes associated with calls your team has placed. | | [Keyword Counter](/v1/docs/reporting-keyword-counter) | Display the number of times specific keywords occurred in conversations. | ![Supervisor Guide Real-time Dashboard Quick Tour](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20Real-time%20Dashboard%20Quick%20Tour.gif) ## Use Case: Adding a new widget To add a widget to an existing dashboard: 1. From the Voiso navigation bar, go to **Reporting > Real-time dashboard**. 2. Select a dashboard and click **Add widget**. 3. In the **Add widget** panel, browse the grouped list of widgets. Read the description under each name for details. 4. Click **Add** to open the widget settings, configure them, and click **Add** again. The widget appears at the top of your dashboard. You can: - Drag widgets to rearrange them. - Resize certain widgets by dragging the lower-right corner. - Modify settings by clicking the **Settings** icon, making changes, and selecting **Save**. - Remove a widget by clicking the trash can icon. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20Adding%20a%20Widget.mp4) ## Use Case: Focusing on a single agent The **[Agent Zoom](/v1/docs/supervisor-workflows-agent-zoom)** feature lets you use the **Agent List** widget to manage individual agents and their active interactions. See [Managing agents and calls](/v1/docs/supervisor-workflows-agent-zoom#managing-agents-and-calls) for details. ## Use Case: Monitoring from the Agent List widget The **[Agent List](/v1/docs/reporting-agent-list-dashboard)** widget displays status, [keyword usage](/v1/docs/speech-recognition), and [metrics](/v1/docs/reporting-agent-list-dashboard#metrics) for all agents you supervise. You can adjust settings to focus on critical parameters or view all metrics for a broader overview. ![Supervisor Guide Agent List Widget Overview](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20Agent%20List%20Widget%20Overview.gif) From the **Agent Zoom**, you can access **Manager Actions**. When an agent receives an interaction, the **Customer No** column shows the contact’s phone number, account ID, or the *Hidden number* placeholder. Watch this video to learn how to activate **Agent Zoom** from the **Agent List** widget and use the **Manager Actions** menu: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Agent%20List%20Agent%20Zoom.mp4) | Manager Action | Description | | --- | --- | | Monitor | [Listen to a call](/v1/docs/supervisor-workflows-agent-zoom#silent-call-monitoring) or [view a chat](/v1/docs/supervisor-workflows-agent-zoom#monitor) without the agent or contact being aware. | | Whisper | Provide guidance [during a call](/v1/docs/supervisor-workflows-agent-zoom#whisper-coaching) or [chat](/v1/docs/supervisor-workflows-agent-zoom#whisper) without the contact hearing or seeing it. | | Barge-in | Join a live [call](/v1/docs/supervisor-workflows-agent-zoom#call-barging) or [chat](/v1/docs/supervisor-workflows-agent-zoom#barge-in) to speak with both the agent and contact. | | Intercept | Take over a [call](/v1/docs/supervisor-workflows-agent-zoom#interception) or [chat](/v1/docs/supervisor-workflows-agent-zoom#intercept) and redirect it to yourself. | | Terminate | End an active [call](/v1/docs/supervisor-workflows-agent-zoom#call-termination) or [chat](/v1/docs/supervisor-workflows-agent-zoom#terminate) directly. | ## Use Case: Monitoring redial activity The **Redial Counter** widget tracks the number of call attempts to a destination number by your team. An alert triggers when attempts exceed the threshold set in the widget. To clear an alert and review the count, click the check mark on the corresponding row. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20Using%20the%20Redial%20Counter%20Widget.mp4) Clicking a contact’s number, account ID, or *Hidden number* opens the Call Detail Record (CDR) page with an auto-generated query for that number. From the results, select an interaction to review its Call Detail Record. For voice calls, you can listen to the recording and view transcripts (if available). A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions. An agent's readiness, or availabilty, to take calls. In the Voiso Agent Panel, agents can indicate their availability status, such as Available, Unavailable, and Logout. Agent status statistics are accessible from certain Real-time dashboards and historical reports. Voiso maintains a Call Detail Record (CDR) of every interaction. Each includes information about the interaction that you can use to analyze the performance of your contact center, your agents, and your routing strategies. Unlike many other contact center applications, the Voiso CDR also includes a recording and/or transcript of each interaction, enabling you to access even more information about each interaction. ## Related - [Real-time dashboard overview](/reporting-real-time-dashboard-overview.md) - [Agent monitoring](/agent-monitoring.md)