Supervisor

The Supervisor module provides real-time monitoring and intervention capabilities for the call center.

1. Real-time Monitoring

1.1 Dashboard

Call Center → Real-time Monitoring (/cc/realtime):

1.2 Queue Details

GET /cc/queue-detail?queue=sales-queue:

• Wait time for each call in the queue
• Queue position
• Caller information

1.3 Agent Status Overview

Displays real-time status of all agents:

• State (Idle / Busy / Wrapup / Away / …)
• Current call duration (if Busy)
• Calls handled today

2. Call Monitoring

2.1 Listen

Supervisor silently joins the call; neither agent nor caller is aware:

POST /cc/calls/{call_id}/monitor
Body: { "action": "listen" }

2.2 Whisper

Supervisor speaks to the agent only; the caller cannot hear:

POST /cc/calls/{call_id}/monitor
Body: { "action": "whisper" }

2.3 Barge

Supervisor joins the call as a three-way conference:

POST /cc/calls/{call_id}/monitor
Body: { "action": "barge" }

2.4 Takeover

Supervisor takes over the agent’s call; the agent is removed:

POST /cc/calls/{call_id}/monitor
Body: { "action": "takeover" }

2.5 End Monitoring

DELETE /cc/supervisor/sessions/{session_id}

3. SLA Monitoring

3.1 SLA Definition

SLA (Service Level Agreement) measures the percentage of calls answered within a specified time:

SLA = Calls answered within X seconds / Total inbound calls × 100%

Default threshold: 80% of calls answered within 20 seconds.

3.2 SLA Statistics API

GET /cc/sla

Returns:

• SLA rate per queue
• Average speed of answer (ASA)
• Abandonment rate

3.3 SLA Alerts

Alerts are triggered when SLA falls below threshold (/cc/alerts):

Acknowledge alert: POST /cc/alerts/{alert_id}/acknowledge

4. Call Operations

4.1 Call Notes

PATCH /cc/calls/{call_id}
Body: { "note": "Customer requested callback" }

4.2 After-Call Work Submission

POST /cc/calls/{call_id}/acw
Body: { "category": "complaint", "result": "resolved", "note": "..." }

4.3 Consult Transfer

POST /cc/calls/{call_id}/consult
Body: { "target": "agent-002", "type": "consult" }

Types:

• consult: Consult transfer (speak with target agent first, then decide whether to transfer)
• blind: Blind transfer (direct transfer)

4.4 End Call

POST /cc/calls/{call_id}/end

5. Reports

5.1 Call Reports

GET /cc/reports/calls:

Filters: time range, queue, agent, direction (inbound/outbound)

Metrics: call count, average duration, answer rate, abandonment rate

5.2 Agent Reports

GET /cc/reports/agents:

Per agent: call count, total duration, average duration, idle rate

5.3 Trend Charts

5.4 Export

6. Prometheus Metrics

CC exposes the following metrics: