Supervisor Guide

As a supervisor, you have the tools to monitor your team's performance, observe live conversations, and provide real-time coaching to agents - all while maintaining visibility across your organization's customer interactions.

This guide covers the key features available to supervisors in Convrs, helping you ensure quality customer service and support your agents effectively.

What Supervisors Can Do

Supervisors play a critical role in maintaining service quality and supporting agents. Convrs provides several tools to help you succeed in this role.

Key Supervisor Features

  • Real-Time Monitoring - Watch live conversations between agents and customers as they happen.
  • Whisper Messaging - Send private messages to agents during conversations that customers cannot see.
  • Chat Intervention - Transfer or finish chats when agent assistance is needed.
  • Performance Visibility - View all open and closed chats across your Business Units.
  • Agent Oversight - Monitor agent status, workload, and chat history.

Supervisor Chat Screens

Convrs provides three main screens for supervisors to monitor and manage conversations. Each serves a different purpose in your workflow.

My Supervised Chats

View and interact with conversations you are actively supervising.

Note
See My Supervised Chats for detailed instructions on all supervision features.

Steps:

  1. Navigate to the Chat section in the main menu.
  2. Click the Supervised Chats tab.
  3. Select any conversation to view it in real-time.
  4. Use the Whisper tab to send private messages to the agent.

Result: You can observe the conversation and provide guidance to the agent without the customer knowing.

Tips
  • Whisper messages are visible to all supervisors watching the same chat.
  • Use whispers to suggest responses, share information, or provide coaching.
  • You can transfer or finish chats if intervention is needed.

Open Chats

Browse all currently active chats across your related Business Units.

Note
See Open Chats for detailed filtering and sorting options.

Steps:

  1. Navigate to the Chat section in the main menu.
  2. Click the Open Chats tab.
  3. Use filters to narrow down by Business Unit or specific agents.
  4. Click Supervise Chat on any conversation to start monitoring it.

Result: The chat is added to your Supervised Chats and you can observe it in real-time.

Tips
  • Use the Business Unit filter to focus on specific teams.
  • Sort by Last Active to find conversations that may need attention.
  • The Inactive badge indicates chats with no recent activity.

All Chats

Access a comprehensive view of all conversations, including closed chats.

Note
See All Chats for detailed documentation on filters and features.

Steps:

  1. Navigate to the Supervisor section in the main menu.
  2. Click All Chats.
  3. Use the filter panel to search by agent, date range, sentiment, or other criteria.
  4. Click Filter Now to apply your selections.

Result: The table displays all matching conversations. You can view details, export data, or open chats for supervision.

Tips
  • Filter by Thumbs Up/Down to review customer feedback.
  • Use AI Sentiment and AI CSAT filters to identify conversations that may need review.
  • Export results to CSV for reporting and analysis.

Best Practices for Supervisors

Make the most of your supervisor tools with these recommended practices.

Effective Supervision Strategies

Guidelines for monitoring and supporting your agents effectively.

Tips
  • Be proactive - Regularly check Open Chats for conversations that may need support.
  • Use whispers constructively - Provide helpful suggestions rather than criticism during live chats.
  • Review closed chats - Use All Chats to identify training opportunities and recognize excellent service.
  • Monitor sentiment - Pay attention to AI-detected negative sentiment for early intervention.
  • Balance oversight - Supervise enough to support quality, but give agents room to develop their skills.

Required Permissions

Supervisor features require specific permissions to be enabled by your administrator.

Permission Requirements

Permissions needed to access supervisor features.

Note
If you do not see these features, contact your administrator to request the appropriate permissions.
PermissionEnables
SuperviseAccess to My Supervised Chats and ability to join conversations as a supervisor.
Supervise Open ChatsAccess to the Open Chats screen to view all active conversations.
All ChatsAccess to the All Chats screen with full filtering capabilities.
Agent Guide
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