As an supervisor you have access to a set of applications to help you in your daily operations. As a minimum you always have a Microsoft Teams client. This can be expanded with a realtime dashboard in the form of the Inflight Snapper or Inflight Wallboard.
Microsoft Teams client
Managing the dialogue
During a dialogue you have access of listening into active conversations. This can be done by using the GUI of the Snapper or the InDialogue bot.
Listen in during dialogue (Snapper)
Listen in during dialogue (InDialogue bot)
As a supervisor you have multiple options to influence your agents. You can manage them from the settings site. On the SharePoint settings site you can add or remove agents and change their priority in the queue, using Skill scores.