--- title: "Working as a Digital Contact Center Supervisor" slug: "working-as-a-digital-engagement-supervisor" tags: ["ai contact center", "ai sales", "Contact Center Supervisor", "dialpad call center", "Dialpad Digital Engagement", "Dialpad sell", "digital contact center", "take over", "whisper"] updated: 2026-02-10T01:33:49Z published: 2026-02-10T01:33:49Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.dialpad.com/llms.txt > Use this file to discover all available pages before exploring further. # Working as a Digital Contact Center Supervisor Digital Contact Center Admins and Supervisors can monitor Omnichannel interactions in real-time, manage agents' DND status, whisper to agents, take over conversations, and more. Let's take a look at the details. > [!NOTE] > Who can use this > > Digital Contact Center supervisor features are available to [Dialpad Support](https://www.dialpad.com/products/inbound-call-center/) and [Dialpad Sell](https://www.dialpad.com/products/sales-dialer/) customers with a Digital Contact Center. ## Contact Center inbox To access your Digital Contact Center's inbox from the Dialpad app: 1. Navigate to **Contact Centers** and select the arrow next to your status > [!TIP] > Tip > > If you have any pending messages in your contact centers, select the notification bubble to open the list of your contact centers. 2. Select **Contact Centers** and select the Contact Center from the drop-down ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/cc-sidebar.png) 3. Select the **Monitor digital** tab ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/digital-cc.png) Your Inbox is divided into 5 sections: | **In automation** | Live view of conversations being handled by a configured automation. | | --- | --- | | **Hold queue** | Live view of callers waiting to connect to an agent. | | **Live** | Overview of live conversations, highlighting the agent, channel type, guest name, and time started. | | **Agents** | Displays Agents within the Contact Center, their status, time in that status, and an easy toggle button to switch agents on or off of DND. | | **Sessions history** | Displays information from all sessions with multiple Contact Centers' agents. Supervisors can filter this view to hide or display specific data. | ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/digitla-cc-tabs.png) ## Sessions history The Sessions History section of the Supervisor inbox provides key information from multiple Contact Centers and agents. Here, you'll see details on past interactions and their CSAT score (AI or customer-provided). Expand the interaction and select **View** to open up the conversation's [Conversation History](https://help.dialpad.com/docs/digital-call-history). ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/expand-digital-interaction.png) Use the filters to choose specific agents and contact centers during a specific period and get granular using the **Edit**feature to update the columns. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/digital-cc-filters.png) The Sessions History tab offers the following filters: | **Users or groups** | Filters for a specific agent or user group. | | --- | --- | | **Date** | Filter by specific dates. | | **Channel type** | Filter by channel. | | **Duration** | Filter by the length (duration) of the interaction. | | **Account** | Filter by the account type. | | **Bookmarked** | Filters for conversations that have or have not been bookmarked. | | **Last State** | Filters by the last state of the conversation. - Automation: The conversation was between a customer and an AI Agent or workflow automation. - Queued: The conversation timed out while waiting in the queue for an agent. - Agent: The conversation was between a customer and a human agent. - “empty”: The conversation is still open with the customer | Columns can be configured to show: | **User and Contact Center** | The name of the agent and the Contact Center associated with the session. | | --- | --- | | **Channel** | The type of digital engagement channel. | | **Participant** | The customer’s name or phone number. | | **Date & Time** | The date and time the interaction began. | | **Duration** | The length of the interaction. | | **CSAT** | The CSAT score from the customer. | | **Bookmark** | If the conversation was bookmarked. | | **Last state** | The conversation’s last state. | Select the arrow beside a conversation to view all the legs of the interaction. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/expand-digital-interaction(1).png) ## Enable digital interaction assignment Admins and Supervisors can assign digital sessions from the **Hold queue** to themselves or other available agents. To enable assigning interactions, go to your Dialpad **Admin Settings.** 1. Select **Contact Center** and select your desired Digital Contact Center 2. Go to **Advanced Settings**> **Admin and supervisor settings** 3. Select **Allow supervisors to assign calls to specific agents or themselves** ![Display of Advanced Settings section in Admin Settings highlighting option for Supervisors to assign interactions to agents or themselves](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Digital CC Advanced Admin Settings.png) ## Assign a digital interaction As a Digital Contact Center Admin or Supervisor, you can assign interactions from the **Hold queue** to yourself or other agents on your team. To assign a digital interaction, head to your Dialpad app and navigate to your Contact Center**Hold queue.** 1. Select the interaction you want to assign and select **Assign** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1741973275909.png) 2. Select an available agent - Search for a specific agent - Select from the agents on duty 3. Select **Assign** > [!TIP] > Tip > > You can assign a digital interaction to agents who are on DND or in a customized Off-Duty State. > [!NOTE] > Note > > Agents set to Off Duty won’t receive interactions through standard routing. However, they can still be assigned conversations if someone manually transfers or cherry-picks a conversation to them. > > This allows for flexibility in cases where a specific agent or supervisor may need to be looped in, even if they aren’t actively on duty. To prevent confusion, we recommend coaching your team to check an agent’s availability before transferring a conversation. If an agent appears as unavailable, it’s best to select someone who is currently active. ## Monitor agent availability Digital Contact Center Admins or Supervisors can monitor agent availability from the contact center’s **Agents**tab. Here, you'll see a list of agents, their availability status, and how long they've been in that status. Sort your agents by name, status, and more, by selecting the arrow beside the **Sort By**menu. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/digital-cc-status.png) > [!NOTE] > Note > > The default agent sort order is Agents on call. It prioritizes all agents who are signed into the queue and are actively participating in contact center interactions. Agents on a call will be prioritized at the top, followed by those receiving a call, in wrap-up, available, or in any customizable off-duty state. ## Change agent status From the individual contact center **Agents**view, Digital Contact Center Admins and Supervisors with [Contact Center Administrator Permissions](/v1/docs/manage-a-contact-center#call-center-administrator-settings) can easily update an agent’s global availability status. Simply select the agent's current status and choose a new status from the drop-down menu. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/change-digital-status.png) ## Change an agent's DND status Digital Contact Center Admins and Supervisors with [Contact Center Administrator Permissions](/v1/docs/manage-a-contact-center#call-center-administrator-settings) can quickly set an agent to DND from the contact center's **Agents**view. Toggle the DND slider on or off and their availability will update instantly. ![View of an Agent list for a contact center. The toggles for agent DND statuses are highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Change Agent DND Status.png) ## Change an agent's DND status for select contact centers Digital Contact Center Admins and Supervisors with [Contact Center Administrator Permissions](/v1/docs/manage-a-contact-center#call-center-administrator-settings) can change an agent’s DND status for multiple contact centers by clicking the arrow menu button beside the agent’s name. Here, they can view the agent's DND settings for each Contact Center and toggle DND on or off for the desired contact centers. ![Supervisor ability to change an agent's DNDF status from the list of Agents in the Contact center.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Agent DND Status.png) > [!NOTE] > Note > > You can only change an agent's DND status in a specific Contact Center if you are a Digital Contact Center Admin or Supervisor for that Contact Center. ## Template configuration Contact Center Admins can configure Templates for their team from their****Dialpad **Admin Portal.** To create a Template, go to your Dialpad **Admin Settings**. 1. Select **Contact Centers**, then select the Digital Contact Center 2. Select **Templates** ![View of a contact center's settings page. The templates section is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Templates.png) Here, you can manage and create Templates. - To create a Template, select **Add** and enter the desired response. - Add tags to manage and organize them based on their purpose. - To edit an existing Template, hover over the reply, then select **Edit** (that’s the pencil icon). - To delete an existing Template, hover over the reply, then select **Delete** (that’s the trashcan). ## Supervisor whisper Live chat whispering enables Digital Contact Center Supervisors to communicate with agents without the customer knowing. This is useful not only when training, but also to help agents navigate challenging customer interactions. To whisper on a chat, navigate to the **Monitor digital** tab of your Contact Center. 1. Select **Live** 2. In the desired conversation, select **View** ![The supervisor's view of a live interaction. Their whisper message to an agent is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/View Supervisor Whisper Message.png) 3. Type the whisper message Whisper messages are visible to the supervisor in the live conversation. Agents see the whisper message in the active conversation - new whisper messages are highlighted in orange. ![The agent's view of a supervisor's whisper message during a live interaction they are involved in.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Supervisor Whisper.png) ## Supervisor take over If a supervisor feels an agent is not handling the conversation correctly, they can step in and take over. To take over a chat, navigate to the **My Conversations** tab of your Contact Center. 1. Select **Live** 2. In the desired conversation, select **View** > **Take over the session** ![The supervisor's view of a live interaction with an agent. The option for them to take over the interaction from the agent is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Takeover Session.png) 3. Select **Take over** ![confirm_takeover.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/11231501202459.png) The conversation appears in the supervisor’s **My Conversations** tab, and the agent sees a notification that the supervisor took over the chat. ![The agent's view of when a supervisor takes over their interaction with a customer. The takeover message is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Supervisor Takeover.png) ## Reopen a conversation Supervisors can reopen conversations from the Sessions history tab. To reopen a conversation: 1. Expand the session to see the segment 2. Select **View** beside the segment you want to reopen ![View of the conversation history for the contact center. The option to view an agent's segment of the conversation is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/View Conversation History Segment.png) 3. Select **Reopen conversation** > [!NOTE] > Note > > Voice and webchat sessions cannot be reopened. > > WhatsApp conversations can only be reopened within the 24-hour contact window. ## Related - [Working as a Contact Center Supervisor](/working-as-a-contact-center-supervisor.md) - [Omnichannel Reporting and Data APIs](/omnichannel-reporting-and-data-apis.md) - [Media Support per Channel](/digital-engagement-media-support-per-channel.md) - [Omnichannel](/omnichannel.md) - [Digital Channel Configuration](/digital-engagement-channel-configuration.md)