Purpose and location
Monitor active queues and calls with permission-controlled supervisor actions.
Open Insights → Live Supervision. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
Start with the narrowest tenant, participant and time range. Access to call evidence may expose personal data and must follow the assigned role and retention policy.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Select All tenants only when platform-wide supervision is required; otherwise narrow the tenant or queue scope.
- Search by participant, extension, call ID or tenant and compare the elapsed duration.
- Confirm the call and agent identity.
- Use listen, whisper or barge only under policy.
- Record the operational reason in the audit trail.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Tenant
- Originating tenant shown to a superadmin and used as a filter.
- Search
- Participant, extension, call identifier or tenant match.
- Duration
- Elapsed ringing, queued or connected time.
- Live state
- Ringing, bridged, held or queued.
- Agent state
- Available, on call, on break or logged out.
- Supervisor mode
- Listen, whisper or full conversation.
- Scope
- Tenant, queue, team or location the supervisor may access.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Place calls in two tenants and confirm a superadmin can filter each tenant or view the combined list.
- Verify an ordinary supervisor sees only allowed queues, teams and locations.
- Use an approved test call to confirm listen, whisper and barge are individually audited.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- Supervisor actions may be regulated interception; require an explicit role, business reason and local legal approval.
- All-tenants visibility is a platform-owner capability and must never be granted to a tenant administrator.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.