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Run Your Shift

This page is for supervisors and team leaders: the people who keep queues moving while agents handle customers. It walks through a working day: what to check before the phones get busy, what to watch and how to step in during the shift, and how to review the day afterwards.

Everything here happens in four places:

Tool Use it to Where
Realtime See every open activity, agent and queue right now, and act on them: monitor calls, change pauses, log agents in and out, send notifications. Application → Realtime
Wallboards Show live service level, waiting customers and agent states on a big screen for the whole team. Application → Wallboards
Announcements Broadcast a message to the top of agents' Dashboards for a set time. Application → Announcements
Statistics and Reports Review what happened over a period: volumes, missed calls, pauses, occupancy, quality scores. Reporting

For what each number means and which report answers which question, see How Reporting Works. For scoring how agents handle customers, see How Quality Works.

Before You Start

Ask your administrator to check these once. Without them, the panels below show less than they should.

  • Your user access has the supervisor permissions — see Permissions You Need below.
  • Your user rights cover your team and your queues. You only see the users and queues your user rights cover: queues must be enabled on the Queues tab of your rights, and the Users tab decides which users you see.
  • Queue thresholds are set on inbound call queues (Threshold max time, Threshold free users, Threshold waiting calls in the queue's Thresholds section — see Inbound Call Queue). The Realtime panel and the Queues stats wallboard widget use them to turn queues that need attention red. They are empty by default.
  • Pauses are set up, with the right Paid flag on each, so you can tell a lunch break from admin work at a glance — see Pauses.
  • Calls are recorded on the queues you want to review later. Recording is off by default — see When to record calls automatically in Inbound Call Queue.

Start of the Shift

  1. Open the Realtime panel → Users tab. Check that the agents on today's rota are logged in and in the right state. An agent who is Unready is logged in to Daktela but receives no work. A warning icon in the Actions column means the agent has no call device online — they will not receive calls until their phone or Daktela device is connected.
  2. Fix queue log-ins. If someone is missing from a queue, use the queue log-in action on their row (or select several agents and use the bulk action) to log them in. Agents whose log-in type is Fixed cannot be logged out of that queue, not even from here.
  3. Open the Queues tab. Make sure every queue that is open right now has agents logged in and Available. A queue with zero available agents is the first thing to fix.
  4. Put the wallboard on the floor screen. Open your team's wallboard from Application → Wallboards; it opens in a new browser tab you can make full screen.
  5. Post the day's message. If agents need to know something today — an outage, a campaign, a changed procedure — publish an announcement for the shift.

During the Shift

What to Watch

What to watch

  • Waiting and Waiting time on the Queues tab: how many customers are queuing and the longest current wait. These are your earliest warning signs, and they turn red once a queue threshold is crossed.
  • Available on the Queues tab: how many logged-in agents are free. If it sits at zero while customers wait, you need more people in that queue.
  • State time on the Users tab: an agent paused or Unready far longer than your break policy allows.
  • The Pauses tab: how many agents are on each pause right now, and whether those pauses are paid.
  • A hand icon on an activity: the agent pressed Ask for assistance and is waiting for you to join (see Help an Agent Live).
  • On the wallboard: service level against your target, and the queue colours (see Wallboard colours).

What to Do When Something Turns Bad

You see Likely cause What to do in Realtime
Customers waiting, no agents Available Too few agents logged in, or everyone is busy or on a pause Log more agents in to the queue from the Users tab; end unnecessary pauses.
An agent paused for too long A forgotten pause Send them a notification, or end the pause from their row.
An agent keeps landing on Inactive They are missing or rejecting offered activities. The Inactive system pause starts automatically when Automatic pause is set on the queue. Check their device and headset; talk to them. See Pauses.
An agent shows Unavailable in the Extension column Their phone or softphone is not connected Ask them to reconnect their device.
A call that is going badly A difficult customer, or a new agent Monitor it, then whisper, barge or take over — see below.

Help an Agent Live

From the Activities tab you can listen to a live call and, if your user rights allow it, step in:

  1. Click the monitoring action on the call. Choose who will listen (yourself, or another user — useful when a new agent should shadow an experienced one) and confirm. Daktela calls the listener's device; answer to start listening.
  2. While you listen, use the Monitoring button in your call controls to switch mode:
    • Whisper — talk to the agent only; the customer cannot hear you.
    • Barge — join the call; both the agent and the customer hear you.
    • Take over — the agent leaves the call and you finish it.
  3. Hang up to stop.

Which modes you get is set by Call monitoring modes in your user rights; the default is Monitor only. Whisper, Barge and Take over can only be started from the Activities tab, not from the Users tab. Web chats can be monitored from the Activities tab too.

Agents can be told when they are being monitored: the queue settings Show monitoring notification to agent and Play monitoring audio notification in call control this (see Inbound Call Queue).

Tip

Agents can ask you to join: if their user rights allow Ask for assistance, the activity they are handling is highlighted in the Realtime panel with a hand icon.

Act on Several Agents at Once

On the Users tab, tick the agents you want and use the bulk actions: set or end a pause, log them in or out of queues, log them in and make them ready, or send them a notification. Details are in Realtime → Users.

End of the Shift

  1. Check what was missed. In Statistics, the Missed calls statistic shows how many missed calls were called back, how quickly, and how many never were. It only has data for queues where missed activities are turned on.
  2. Review the day's numbers. Useful statistics for a shift review: Calls by queues and Calls by users (volumes, answered, waiting times), Pause sessions by users (time on each pause), Ready sessions (login time and occupancy) and Activities statuses (outcomes, if your agents set statuses). How Reporting Works explains which statistic answers which question.
  3. Look at one agent's day in User Tracing, which shows a timeline of their logins, pauses and activities.
  4. Pick a few activities to review with a QA form, so coaching is based on real conversations — see How Quality Works.
  5. Let the numbers come to you. Save the statistics you check every day in a report and have it emailed to you on a schedule.

Permissions You Need

Supervisor permissions come from two places: the supervisor's user access (Settings → Users → Accesses) decides which modules they can open and what they can do there, and their user rights (Settings → Users → Rights) decide which users, queues and wallboards they work with. See How Users & Rights Work.

To do this Set in Permission
Open the Realtime panel User access The Realtime module
Monitor calls and chats User access Monitoring
Change agents' pauses and queue log-ins, log them in and out, send notifications User access User state
See the right agents and queues User rights The Users and Queues tabs
Whisper, barge or take over a monitored call User rights Call monitoring modes
Open wallboards User rights The Wallboards tab (plus the Wallboards module in user access to edit them)
Publish announcements User access The Announcements module
Open statistics, reports and analytics User access The Statistics, Reports and Analytics modules
See a user's timeline User access The User tracing module
Create QA reviews User access QA reviews Create and Read all (QAs)