Open the Supervisor for a role (beta)

Supervisor is an Operator Panel page for whoever runs the line: the live queue, which operators are working right now and how loaded they are, and a breakdown of why a given chat went to an operator or had to wait. The module is in beta: the menu item and the page carry a "Beta" label, and numbers and layout may still change.

By default the Supervisor is off in every role. Only users whose role an administrator has granted the permission see it.

When you need it

A shift lead wants to see the queue and operator load without asking support.
You need to find out why a client waited so long, or why a chat went to this particular operator.

Good to know

View only. The Supervisor changes nothing: not chats, not operators, not distribution rules.
It shows the whole instance. The page shows the queue and operators of every bot and topic, whatever bots and topics the role is limited to. Grant it to people responsible for the whole line.
No client personal data. The Supervisor shows the chat number, topic, channel, waiting time and operator names. Client names, phone numbers and message texts are not there.
Data refreshes every 30 seconds.

Before you start

You can edit roles (Settings → Roles).
You know which role should get access (for example "Supervisor" or "Line administrator").

Grant access

Open Settings → Roles and open the role for editing.
Find the Supervisor module (you can type "Supervisor" into the search above the module list).
Under View the Supervisor Tool, turn on Access.
If the role should see the distribution rules (topics, groups, operator limits), also turn on Access under See the "Settings" tab. The tab only shows the rules; they cannot be changed there.
Save the role.
Users with this role only need to reload the page.

Check that it worked

A user with this role sees Supervisor with a "Beta" label in the Operator Panel menu.
The page opens with "Supervisor" and "Beta" in the header and the Monitor and Investigate tabs; Settings appears only if step 4 is on.
A user whose role lacks the permission does not see the item, and a direct link takes them back to the home page.

Revoke access

Turn off Access under View the Supervisor Tool and save the role. The menu item disappears after a page reload.