Operator panel

The Panel is the live board: every active call, every agent's state, and the queue KPIs, refreshing every second — with supervision actions for those with the rights to use them.

Opening the panel and what you'll see

Panel in the web client's left rail. What it shows is scoped by group permissions: you see your own calls, plus colleagues who've been granted to you (show my calls, see presence, see calls). The panel isn't admin-only — a receptionist with broad grants sees the whole office; an ordinary user sees themselves.

The view switcher offers All Calls, Receptionist (calls plus a searchable directory), Queue Calls, a per-queue view with its agent roster, and a Wallboard — full-screen KPI tiles (waiting, answered, abandoned, longest/average wait, average talk) built for the wall TV, with a dark theme.

Reading the live view

Calls list direction, caller, callee, state (waiting / ringing / talking / hold / wrap-up), elapsed time, owning queue and recording state. Below, the agent status table tracks each agent's queue membership, presence, today's answered/missed counts and talk time — colored by state so a stuck queue or an agent forgotten in DND is visible across the room.

Call actions

Where your permissions allow (call operations on the user in question):

• Pickup — take a ringing or waiting call onto your own extension.
• Divert — send a call elsewhere without touching it: to an extension, queue or voicemail.

Listen, whisper and barge

The supervision trio, gated by the barge-in / listen & whisper grant:

• Listen — hear the call silently; neither side knows.
• Whisper — coach the agent; the caller can't hear you.
• Barge — join as a third party, audible to both.

Every supervision action is re-checked server-side and audited — who listened to whose call is always answerable. Use whisper for training, barge for rescues.

Queue supervision

For queue work, the per-queue view is the supervisor's home: waiting calls with hold times, the agent roster with login state, and the day's counters. Pair it with queue SLA email notifications so breaches find you even when the panel isn't on screen.