The net2phone Sync Supervisor Panel for Call Queues gives supervisors real-time visibility into active queue calls and provides live call controls to Monitor, Whisper, or Barge when agents need support.
Requirements and notes
- You must have the Call Queue Supervisor license on your Sync account to access the Supervisor Panel.
- You must be assigned as a supervisor for at least one Call Queue to view queue activity in the Supervisor Panel.
- Browser microphone and speaker permissions are required when using Sync call-handling or audio features.
Verify your Call Queue Supervisor license
To review all your assigned licenses, open the Licenses page in your Sync Profile settings. For full instructions, refer to: Verify your net2phone Canada Sync Licenses.
Access the Supervisor Panel
Open the Supervisor Panel in the Sync desktop or browser app to review live Call Queue activity and access supervisor call controls.
- Open the Sync desktop or browser app.
- Click your profile icon in the top right corner.
- Click the Supervisor Panel icon.
A new browser tab will open the Supervisor Panel web app.
Monitor queue calls and active agents
Within the Supervisor Panel, supervisors can review active Call Queue activity and use live call controls to listen, coach, or join active agent calls.
- Choose the Agents or Calls tab to review live queue activity.
- To select the Call Queue you want to monitor, click the queue dropdown.
- View agents handling active calls with Monitor, Whisper, and Barge options.
- View offline agents assigned to the Call Queue.
Monitor
Use Monitor to listen to an active queue call without joining the conversation. The agent and caller will not hear the supervisor while Monitor is active.
Monitor is useful for quality assurance, training, and reviewing live call handling before deciding whether to coach the agent or join the call.
Whisper
Use Whisper to speak to the agent during an active queue call without the caller hearing the supervisor. The agent can hear the supervisor’s guidance while continuing the conversation with the caller.
Whisper is useful when an agent needs coaching, policy guidance, or support during a live customer interaction.
Barge
Use Barge to join an active queue call so the supervisor, agent, and caller can all speak together. Barge changes the call from silent supervision or agent-only coaching into a shared conversation.
Barge is useful when the supervisor needs to take part in the call directly, help resolve an escalated issue, or support the agent while speaking with the caller.
Review Call Queue metrics
Queue metrics appear at the top of the Supervisor Panel and update based on the selected Call Queue.
| Metric | Description |
|---|---|
| Calls Waiting | The number of callers currently waiting in the selected Call Queue. |
| Calls Handling | The number of queue calls currently being handled. |
| Available Agents | The number of agents currently available to receive queue calls. |
| Handling Agents | The number of agents currently handling queue calls. |
| Signed In | The number of agents currently signed in to the queue. |
| Signed Out | The number of agents currently signed out of the queue. |
Agents and Calls view
The Agents and Calls views provide different ways to review live queue activity.
- The Agents view shows agent availability, queue status, and active call handling.
- The Calls view shows callers waiting in the queue and calls currently being handled.
Agent status sections update based on each agent’s queue status, availability, and current call activity.
To review more information about an agent, click the agent details icon beside the agent’s name.
Supervisor Panel audio settings and app links
You can access your licensed Sync apps directly from the Supervisor Panel by clicking your profile icon in the top right corner.
Access audio options
Access your Sync audio settings directly from the Supervisor Panel to confirm your microphone and speaker selection before using Monitor, Whisper, or Barge.
- Click the settings icon.
- Review the selected Microphone.
- Review the selected Speakers.
- Allow microphone and speaker access from your browser settings when prompted.
Grant microphone and speaker access
Browser permissions may block audio features when microphone and speaker access is disabled. Allow access from your browser address bar or browser settings, then refresh the Supervisor Panel if needed.
Troubleshooting tips
Review the troubleshooting table below to resolve common Supervisor Panel access, display, and live call control issues.
| Issue | What to check |
|---|---|
| The Supervisor Panel is not visible | Confirm your user has the Call Queue Supervisor license and supervisor access for at least one Call Queue. |
| A queue is missing | Confirm you have been assigned as a supervisor for the Call Queue you want to monitor. |
| Monitor, Whisper, or Barge is not available | Confirm the agent is currently handling an active queue call and that your user has the required supervisor permissions. |
| Agent counts look incorrect | Refresh the Supervisor Panel and confirm agents are signed in to the correct queue. |
| Audio permissions are blocked | Enable microphone and speaker access from your browser address bar or browser settings. |