Theme
Getting Started
This page walks you through your first login to the Agent Assist Portal and explains the key areas of the supervisor interface.
Supervisor Portal Walkthrough
Accessing the Portal
Sign in to the Agent Assist Portal using your organization credentials. Supervisors are assigned the Supervisor role, which grants read access to analytics, monitoring, and knowledge management views.
TIP
If you do not see the Analytics or Monitoring sections after logging in, ask your administrator to verify your role assignment.
Dashboard Overview
Supervisor dashboard showing KPI cards, conversation summary, peak usage heatmap, unanswered questions, and activity feed
The main dashboard is the first screen you see after login. It provides a real-time snapshot of Agent Assist activity and refreshes automatically every 30 seconds.
KPI Cards
The top of the dashboard displays key performance indicators:
| Card | Description |
|---|---|
| Active Conversations | Number of assist sessions currently in progress |
| Connected Agents | Number of agents with active widget connections |
| Avg Search Latency | Mean time from query to suggestion delivery (omni mode) |
| Acceptance Rate | Percentage of suggestions accepted by agents (thumbs-up vs total) |
| Noise Filter Rate | Percentage of utterances filtered as noise by the classifier |
| Pub/Sub Health | Connection status of the event delivery system (healthy / unhealthy) |
Each card includes a trend indicator showing whether the metric is improving or declining compared to the previous period.
Conversation Summary (24h)
A summary of conversation activity over the last 24 hours:
| Metric | Description |
|---|---|
| Total Conversations | Number of assist conversations in the last 24 hours |
| Avg Duration | Average conversation duration |
| Avg Messages | Average messages exchanged per conversation |
| Avg Searches | Average knowledge search queries per conversation |
Peak Usage Heatmap
A 7-day-by-24-hour heatmap showing knowledge search query volume by hour and day of week. Darker cells indicate more queries. Use this to:
- Identify peak demand hours for staffing
- Spot unusual activity patterns
- Plan maintenance windows during low-usage periods
Top Unanswered Questions
The five most frequently asked questions where the knowledge base returned no results. These are the highest-priority candidates for content creation in the knowledge base.
Recent Activity Feed
The ten most recent knowledge search queries showing:
- Agent name
- Query text
- Latency
- Whether an answer was found (green = answered, red = no results)
Navigation Sidebar
The sidebar organizes the portal into sections:
| Section | Contents |
|---|---|
| Dashboard | KPI cards, conversation summary, peak usage, unanswered questions, activity feed |
| Conversations | Live Conversations and Conversation History |
| Knowledge | RAG Performance and Gap Analysis |
| Analytics | Agent Efficiency, Classifier Analytics, Feedback Analytics, Cost & Usage, and Coaching Analytics |
| Monitoring | Event Inspector and Service Health |
TIP
The sidebar adapts to your assist mode. Some sections (like Classifier Analytics) only appear in omni mode.
Date Range Filtering
Most views support date range filtering. Use the date picker in the top toolbar to set a custom range or select a preset:
- Today
- Last 7 days
- Last 30 days
- Custom range
WARNING
Selecting very large date ranges (over 90 days) may increase report load times. Use narrower ranges for faster results.
Next Steps
- Live Monitoring -- Watch active conversations and events in real time.
- Reports -- Dive into detailed analytics and performance data.