Agent monitoring (Supervisor view)

The monitoring page gives supervisors a live overview of the team. Find it under Monitoring Agent (requires the View agent monitoring permission — granted to supervisors and admins by default).

What it shows

• Who's online right now, with presence status.
• Current workload — how many conversations each agent is handling.
• Activity — which conversations agents are actively viewing or replying to.

Because presence and activity update in real time, you always see the current state, not a stale snapshot.

Stepping in

Supervisors can act on any conversation from the shared inbox — reassign it, resolve it, or take over a reply — without waiting for the assigned agent. This is useful for balancing load or rescuing a conversation that's gone quiet.

Pairing with reports

• Agent monitoring answers "what's happening now".
• Reports & analytics answers "how did we do over time".

Use monitoring for real-time coordination and reports for trends and staffing decisions.

Ghost mode affects the web-chat widget, not your presence here — an agent in Ghost mode still shows as online to the team.