Supervise the service desk

Review team work and coordinate contacts that need attention.

Before you start

AgentHub supervisor permissions.

Steps

1. Select the team you supervise.
2. Review Team overview for queue, occupancy and stalled-contact context.
3. Review handoff requests and choose the receiving agent when approving.
4. Use the available assignment controls to redistribute work where necessary.
5. Review contact-performance dashboards for the selected period.

Expected result

Team coordination is based on visible ownership and conversation state.

Important behaviour

Contact period metrics use contact arrival time. Manual reassignment and OUT controls do not imply automatic rerouting. Interpret first-reply metrics separately from incident SLA response.

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