Supervisor Guide

As a supervisor, you oversee how Agent Assist supports your contact center agents. This guide covers the tools available to you for monitoring live sessions, reviewing performance reports, and maintaining knowledge quality.

What Supervisors Do

• Monitor live conversations to ensure agents receive timely, accurate suggestions.
• Track agent efficiency by reviewing search usage, suggestion acceptance rates, and response times.
• Ensure knowledge quality by identifying gaps, reviewing RAG performance, and acting on gap analysis reports.
• Manage costs by tracking LLM token consumption and per-agent usage.

Guide Sections

Section	Description
Getting Started	Access the portal, understand the dashboard, and navigate the interface.
Live Monitoring	Track active conversations and inspect real-time events.
Reports	Review agent efficiency, RAG performance, classifier analytics, gap analysis, and cost reports.

TIP

Start with Getting Started if this is your first time using the Agent Assist Portal as a supervisor.