Docs
Team Activity (Supervisor View)
Monitor live calls, queues, agent presence, and escalations in real time
Updated Aug 9, 20261 min read
supervisorteamlive-callsqueuepresence
What Team Activity Shows
Team activity is the real-time operations board for businesses running voice with a team. It has four panels:
| Panel | What It Shows |
|---|---|
| Live Calls | Calls in progress right now, each linking to its call detail page |
| Queue Status | Callers waiting, average wait time, and how many agents are available or on a call |
| Team Presence | Each agent’s availability, with toggles to mark who can take work |
| Escalations | Pending escalations so the shift lead sees them the moment they fire |
Running a Shift With It
1
Set presence at shift start
Make sure Team Presence reflects who is actually available — queue routing depends on it.
2
Watch the queue, not the calls
Rising wait times are the early warning. If waits climb, free up an agent before callers drop.
3
Clear escalations as they land
The escalations panel mirrors Needs attention — acknowledge quickly so nothing waits unowned.
Access is role-gated: owners, admins, and supervisors can open this page. Grant the Supervisor role to shift leads who should monitor without full admin access.
Troubleshooting
| Issue | Likely Cause | Fix |
|---|---|---|
| Page not visible in the sidebar | Plan lacks voice, or your role is Agent | Check Billing > Plans and your role assignment |
| Live calls panel is empty during busy hours | Calls are not routing through the AI voice line | Verify phone routing and voice configuration |
| Queue shows agents available but calls wait | Presence toggles stale | Refresh Team Presence at shift changes |
Was this article helpful?