The Supervisor panel shows on one screen what is happening on your support desk right now: how many conversations wait for an agent, how many each agent and the AI assistant are handling, which customers have waited too long and which conversations belong to nobody. Open it with the Supervisor icon in the left bar.
Who can open it
The Supervisor icon appears for agents whose role has the Manage reports permission. The Admin role has it, the Agent role does not. To give a team lead the panel without full admin rights, create a role as described in Roles and permissions.
How it refreshes
The panel updates itself every 10 seconds and shows the time of the last update next to Last updated. While the browser tab is hidden it stops and says Auto-refresh paused; it picks up again when you come back. Refresh updates it at once.
The four tiles
- In queue: conversations that already have a team but no agent yet. Only statuses in the Open category count, so snoozed and resolved conversations stay out. Longest wait shows how old the oldest of them is, counted from the start of the conversation.
- At risk: how many conversations are on the Needs attention list below. A red line shows how many of them have a missed SLA deadline.
- Orphaned: open conversations with neither a team nor an agent. Longest wait shows the oldest. The tile turns red when there is at least one.
- Agents online: agents whose status is Online. Under it, Handled by AI is the number of open conversations the AI assistants are holding.
Workload
Workload lists every enabled agent and every AI assistant (marked AI) with the number of open conversations each one holds, the busiest first. Only statuses in the Open category count, the same count that limits auto-assignment. The bar shows each load compared with the busiest person, so an uneven split is easy to spot. Built-in service accounts are not listed.
The dot and label next to a name show the status:
- Online: the panel is open;
- Idle: the panel is open but nothing was touched for 5 minutes; the agent still receives conversations;
- Away: the agent switched on Away, with or without Reassign replies;
- Offline: the panel has been closed for a few minutes.
More about statuses in Agents and teams.
Needs attention
Needs attention lists open conversations where:
- the customer wrote last and has waited longer than the threshold;
- or it still has no agent once the threshold has passed, whoever wrote last;
- or a first response or resolution deadline of the SLA policy has already passed.
Conversations with a missed SLA deadline come first, marked SLA breached in red, then the ones that have waited longest. The list shows up to 50 rows with the columns Waiting, Conversation (subject and channel), Assignee (or Unassigned, with the team below) and Priority. When the list is empty you see «Nobody is waiting too long.»
Choosing the threshold
Flag after sets how long a customer may wait before a conversation lands on Needs attention: 5, 15 or 30 minutes. The panel opens with 5 minutes. Pick a longer threshold for email, where answers within minutes are not expected.
Queue by team
Queue by team shows, for each team with waiting conversations, how many are waiting and how long the oldest has waited. It helps you see which team needs more people right now.
Orphaned conversations
A conversation without a team and without an agent is invisible to auto-assignment, which works only inside teams, and to every team queue. Such conversations are listed under Unassigned in the conversation list, for agents allowed to see unassigned conversations. Open them and assign a team or an agent.
The usual cause is the AI assistant handing over a conversation while it has no Fallback team. Set one under Admin > AI > Assistants, field Fallback team, and new handoffs will go to that team's queue. See Handoff to agents and back.
Handoff reasons
Every time the AI assistant hands a conversation to people, it leaves a private note in the conversation that says why. The notes are written in the platform language:
| Note | What it means for you |
|---|---|
| The assistant's own explanation, or «The AI assistant handed this conversation off to a human.» | The customer asked for a person, or the assistant decided a person should take over. Normal work. |
| «Asks to be called back: number.», followed by «Convenient time: ...» when the customer named one | The customer asked for a call back. Call them from your phone. |
| «The AI assistant had no knowledge base grounding for this and handed the conversation off to a human.» | The knowledge base has no answer to this question. Add an article, see Writing articles the bot can use. |
| «The AI assistant did not have an answer and handed this conversation off to a human.» | The model returned an empty answer. |
| «The AI assistant could not respond and handed this conversation off to a human.» | The AI provider failed or timed out. See AI providers and your own model. |
| «The AI assistant reached its response limit for this conversation and handed it off to a human.» | The conversation used up the assistant's maximum number of replies, set in Assistant settings. |
| «Someone other than the contact replied on this conversation, so the AI assistant handed it off to a human.» | Another person joined the conversation, for example in a copied email, and the assistant stepped back. |
The share of conversations the assistant handed over is shown as Handoff rate among the assistant's Performance figures, on its page under Admin > AI > Assistants. In an inbox set to AI chat without agents there are no handoffs: the assistant keeps the conversation.
Queue order
Auto-assignment hands out only open conversations, by priority first and then the oldest first, so an urgent conversation does not wait behind an older ordinary one. A resolved conversation that still has a team but no agent is not handed out again. Agents who are offline or away get nothing new: those conversations stay in In queue until someone is available, and you can assign them by hand.