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Supervisor capabilities

Chat routing​

A supervisor can:

  • View all conversations with the “In queue” status assigned to their groups (if auto-assignment mode is disabled).
  • Transfer chats to other groups where the supervisor is a member, without joining the chat.

Agent control​

In the Active tab, the supervisor sees all chats assigned to agents in their groups. Filtering is available by a specific group or agent.

The supervisor can also track the number of active chats for each agent:

Chat filtering

Analytics and group management​

The supervisor has access to agent analytics. They can also manage users in their groups — add or exclude users.

For more details on the Aimychat role model and user capabilities, see the corresponding section of the documentation.