NEXT Web - Supervisor View - Monitoring

Overview

This article explains how to monitor and assist agents using the Live Engagements tab in the Supervisor View. It covers viewing active engagements, monitoring an agent's screen, joining a live call, whispering to an agent, and sending a collaboration message.

Before You Begin

You must be signed in to NEXT with a Supervisor-level account.
Listen, Whisper, and Join are only available to users with Supervisor level access.
To access the Supervisor View, click More, then click Supervisor, then click the Live Engagements tab.

The Live Engagements Tab

The Live Engagements tab allows you to monitor which agents are actively working with customers and dive deeper into any interaction.

Column	Description
User	The agent currently interacting with a customer.
Contact	The customer the agent is currently interacting with.
Inbox	The shared inbox the interaction is taking place in.
Channel	The communication method being used — SMS, email, live chat, phone call, or social media message.
Duration	How long the current ticket has been open.
Sentiment	An indicator of whether the customer interaction is going positively or negatively.
Ticket ID	The ID of the ticket associated with the interaction.
Topic	The topic of the ticket.
Ticket Summary	A summary of the ticket.
Preview	Has an eye column that can be clicked to preview a particular engagement.

Sorting the Live Engagements Tab

The following columns can be sorted using the arrow icon next to the column name:

User
Contact
Inbox
Channel
Duration

NOTE: Sentiment, Ticket ID, Topic, Ticket Summary, and Preview columns are not sortable.

Clicking any arrow changes the sort to Sort: custom to indicate the default sort has been overridden.

To sort the Live Engagements tab, click the arrow next to any column, or use the Sort options. The available sort options are:

Longest duration (default)
Channels
Inboxes

Viewing an Engagement Preview

To get a quick overview of an agent's active interaction, click the eye icon for that particular agent undeer the Preview column The Engagement Preview window appears and displays the following:

An AI summary of the interaction
How long the agent has been working with the customer
A transcript of the conversation
The interaction type — live chat, SMS, email, phone call, or social media message
The sentiment of the interaction

Sending a Collaboration Message to an Agent

A collaboration is an internal message sent directly within an agent's active ticket. Use this to send guidance or instructions without joining the call.

To send a collaboration message, complete the following steps:

In the Live Engagements tab, hover over the agent's name.
In the Engagement Preview window, click Start a collaboration.
Type your message. It appears directly in the agent's ticket.

NOTE: The agent can read and respond to the collaboration message from within their ticket.