How do I monitor Real-time QA usage across my agents?
Introduction
The Supervisor Dashboard helps you monitor real-time QA (RTQA) adoption and activity across your agents. With it, supervisors can quickly track conversation volumes, summaries, call durations, and live agent status.
Only users with the appropriate permission can access this dashboard.
Getting Started
Permissions
To grant access to the Supervisor Dashboard, you’ll need to update role permissions:
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Go to Roles & Permissions > QA Workflow Permissions category > Enable Access Real-time QA Supervisor View
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Once permissions are set, you can access the dashboard from:
Conversations > Supervisor View
Using the Supervisor View Dashboard
The Supervisor View provides the following key insights:
Conversations → Total number of conversations carried out with RTQA.
Summaries Generated → Number of AI-generated summaries for those conversations.
Total Call Duration → Combined duration of all calls in the reporting period.
Average Call Duration → Average length of calls in the reporting period.
Agent Status (Live) → Current RTQA activity status for each agent.
Last Activity (Live) → The last time each agent used RTQA.
Data Refresh
The report auto-refreshes every minute to keep information up to date. You can also manually refresh the report at any time.
When changing the reporting period, the following metrics update: conversations, summaries, and duration. Agent status and last activity always show live data.
Filters
Use the org hierarchy filter to view data at different levels:
Hierarchical view
Team view
Agent view
Custom reporting groups
Exporting Data
You can download a copy of the report at any time using the CSV export link.
Understanding Agent Status
Only agents with real-time QA permissions will appear in this table. Those without access are excluded.
Status | Status Explained |
No Activity | The agent has never accessed the RTQA widget. |
Offline | The agent accessed RTQA in the past but does not currently have it open. |
Available | The agent has the RTQA widget open and is ready to take calls. |
On-call | The agent has the RTQA widget open and is currently on a call. |