Supervisor Desktop Layout
Updated at March 7th, 2025
Table of Contents
Zone 1 - Menu
The menu bar is where Supervisors can navigate the portal. The options shown in the screenshot above may not be visible depending on the permissions configured by the system administrator.
Note for Administrators, supervisors permissions are configured in the Administrator portal under Resources > Supervisors.
Zone 2 - Settings
When the setting cog is clicked, the side configuration bar is presented as shown above.
Change Password
This option is not shown if the portal has had SSO set up.
Edit Settings
Note that these settings are replicated for the users account across the supervisor portal and the settings in the web client.
Phone
This drop-down selection (if enabled) will allow an agent to the method of connection to the Cirrus platform.
Calling Identity
For calls to external parties, it is quite common to use the company's main number as an outgoing identity. However, some Users prefer to use their own office number or the group number of their department. Here you can select this outgoing calling identity and your choice remains until you change it.
The options in the list are enabled in the Administrator application and are individual to each agent. For most Agents, the main number of the company is set on the server level and cannot be overruled.
Forwarding
Direct calls to you can be automatically forwarded to other phone numbers, depending on your status. You can set different forwarding numbers for internal and external callers.
Use the ‘+ External’ button to set different forwarding destinations for internal and external calls.
Twinning
Use this option to set a second device to ring when a direct call is offered. You can also set a delay before the second device starts to ring.
Call waiting
Allow incoming calls in your personal queue when on the phone.
Office hours
When this option is enabled, the user's status follows the configured schedule. Within the selected scheduled times, the status is Available; outside of the scheduled times, the status is Not Available. Please note! The status will not switch if it is set to Away or if the status has been manually changed to another status.
This option is only available if the office hours are not imported from the Outlook calendar.
Groups
If you are responsible for monitoring and managing interactions from the routers, use these toggle options to show and hide (if enabled) different groups.
An Agent Group can be assigned to multiple Routers.
A Router can be handled by multiple Agent Groups.
For example, a second Agent Group is automatically scaled up when the waiting time exceeds a threshold.
Administrators and Supervisors (if enabled) can choose on a per-supervisor level whether or not a supervisor is a fixed member of the group or not. This allows a supervisor to activate or deactivate from the group. This can be seen in the above image. The supervisor can opt in and out of the accounts group but is enforced into the other 3 groups as they are greyed out.
Note that these settings are replicated for the users account across the supervisor portal and the settings in the web client.
Zone 3 - User Profile
- Set your profile status
- Enter a custom working location
- Enter a custom message to advise colleagues of current working situation or other important information.
Change Profile
Clicking on your user name will display an additional pop out box to amend user details including:
- Profile Picture
- First name
- Last name
- Display name
- Info
- Description
- Office details
- Home details
Note that this use data cannot be edited if user accounts have been synced with Active Directory.
