{"id":2788,"date":"2022-09-19T10:50:32","date_gmt":"2022-09-19T08:50:32","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=2788"},"modified":"2025-06-10T09:51:28","modified_gmt":"2025-06-10T07:51:28","slug":"supervision-set-it-up","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/supervision-set-it-up\/","title":{"rendered":"Supervision &#8211; Set it up"},"content":{"rendered":"\n<figure class=\"wp-block-image alignright is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"400\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/09\/Smart-licence-needed-2.png\" alt=\"\" class=\"wp-image-3984\" style=\"width:250px\"\/><\/figure>\n\n\n\n<p>[<em>Reading time: 2 minutes<\/em>]<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"overview\">Overview<\/h2>\n\n\n\n<p>The &#8220;Supervision&#8221; module is a unique feature within the Banner, designed to empower managers to monitor and manage their teams in real-time. <\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"935\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/01\/undraw_analysis_1k4x.png\" alt=\"\" class=\"wp-image-4616\" style=\"width:250px\"\/><\/figure>\n\n\n\n<p>This module provides a comprehensive overview of your connected agents&#8217; activities, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Queues<\/strong><\/li>\n\n\n\n<li><strong>Connected agents<\/strong><\/li>\n\n\n\n<li><strong>Platforms<\/strong><\/li>\n\n\n\n<li><strong>Pool of pending interactions<\/strong><\/li>\n\n\n\n<li><strong>Campaigns<\/strong><\/li>\n<\/ul>\n\n\n\n<p>With the supervision module, managers can open up to <strong>five tabs simultaneously<\/strong>, offering flexibility and detailed oversight. The module can also be opened in a new browser tab using a dedicated button, enabling a full-screen view for enhanced monitoring.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"76\" height=\"62\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/01\/Capture-de\u0301cran-2025-01-03-a\u0300-10.27.26.png\" alt=\"\" class=\"wp-image-4579\" style=\"width:50px\"\/><\/figure>\n\n\n\n<p><em>Note: the supervision module is not accessible directly from the Maker or the Reporter. Instead, you must access it via the Banner, using either the <strong>user capsule<\/strong> or the<strong> Supervision module<\/strong> itself.<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Setting up the supervision module<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. Enable access in profile settings<\/h3>\n\n\n\n<p>To grant access to the supervision module, start by enable access to the module. To do this, go to the Maker, Users module, Profile submodule, Settings tab.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2316\" height=\"384\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/01\/Capture-de\u0301cran-2025-01-03-a\u0300-10.36.51.png\" alt=\"\" class=\"wp-image-4580\"\/><\/figure>\n\n\n\n<p><em>Note: if your current profile is modified while you\u2019re connected, you will have to use &#8220;online refresher&#8221; button to apply the changes.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"754\" height=\"92\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/01\/Capture-de\u0301cran-2025-01-13-a\u0300-17.07.41.png\" alt=\"\" class=\"wp-image-4613\" style=\"width:250px\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">2. Enable access in client account settings<\/h3>\n\n\n\n<p>In client account settings, please make sure that \u2018<strong>Real-time supervision module<\/strong>\u2019 is set to \u2018<strong>Enable<\/strong>\u2019.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2706\" height=\"1358\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/09\/Capture-de\u0301cran-2025-06-10-a\u0300-09.45.36.png\" alt=\"\" class=\"wp-image-5094\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">3. Grant access in the maker<\/h3>\n\n\n\n<p>Specific permissions must be assigned in the maker for the following five areas:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">a. <strong>Queues<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Navigate to: <strong>Maker &gt; Users &gt; Profiles &gt; Configuration &gt; Queues<\/strong><\/li>\n\n\n\n<li>Enable supervision for the desired <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-set-up-a-queue\/\" data-type=\"link\" data-id=\"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-set-up-a-queue\/\">queues<\/a>.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2792\" height=\"646\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/01\/Capture-de\u0301cran-2025-01-03-a\u0300-10.55.59.png\" alt=\"\" class=\"wp-image-4582\"\/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\">b. <strong>Advisors<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Users must have a &#8220;<strong>Manager<\/strong>&#8221; user type to view advisors.<\/li>\n\n\n\n<li>Navigate to: <strong>Maker &gt; Users &gt; Card &gt; Account &gt; Type &gt; Manager<\/strong><\/li>\n<\/ul>\n\n\n\n<p><em>Notes: the &#8220;Manager&#8221; user type can only be modified by an administrator.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1990\" height=\"234\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/01\/Capture-de\u0301cran-2025-01-03-a\u0300-11.00.29.png\" alt=\"\" class=\"wp-image-4583\"\/><\/figure>\n\n\n\n<p>Managers must be associated with one or more teams. Assign managers to teams via: <strong>Maker &gt; Teams &gt; Type &gt; Manager<\/strong>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2828\" height=\"738\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/01\/Supervision-advisors.png\" alt=\"\" class=\"wp-image-4584\"\/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\">c. <strong>Platforms<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Add platforms to the user&#8217;s profile.<\/li>\n\n\n\n<li>Navigate to: <strong>Maker &gt; Users &gt; Profiles &gt; Configuration &gt; Platforms<\/strong><\/li>\n\n\n\n<li>Multiple platforms can be added as needed.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2830\" height=\"1310\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/01\/Capture-de\u0301cran-2025-01-03-a\u0300-11.10.02.png\" alt=\"\" class=\"wp-image-4585\"\/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\">d. <strong>Interactions<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Interactions are tied to the queues configured in the profile. Managers will see interactions related to the queues they have access to.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">e. <strong>Campaigns<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Add campaigns to the user&#8217;s profile. Enable supervision for the desired campaigns.<\/li>\n\n\n\n<li>Navigate to: <strong>Maker &gt; Users &gt; Profiles &gt; Configuration &gt; Campaigns<\/strong> (Voice or SMS)<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2840\" height=\"714\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/01\/Capture-de\u0301cran-2025-01-03-a\u0300-11.18.39.png\" alt=\"\" class=\"wp-image-4586\"\/><\/figure>\n\n\n\n<p><em>Note: to access the campaigns tab in Supervision, access to campaigns must be granted in <strong>Maker &gt; Profiles &gt; Settings &gt; Voice campaigns &gt; Access voice campaigns \u201cYes\u201d<\/strong>.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"795\" height=\"152\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/09\/Capture-de\u0301cran-2025-02-06-a\u0300-10.25.07.png\" alt=\"\" class=\"wp-image-4654\" style=\"width:500px\"\/><\/figure>\n\n\n\n<p>By following these steps, you&#8217;ll ensure that your supervision module is set up and tailored to provide real-time insights into your team&#8217;s performance. This setup is crucial for effective management and decision-making within the Banner.<\/p>\n\n\n\n<p>Now you can <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/supervision-use-it\/\" data-type=\"link\" data-id=\"https:\/\/help.ino.cx\/index.php\/help-center\/supervision-use-it\/\">use supervision in the Banner<\/a>!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As its name implies, the supervision module of the Banner displays an overview of your connected agents&#8217; activity: queues, connected agents, pool of pending interactions and campaigns.<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[117,107],"ht-kb-tag":[131,145],"class_list":["post-2788","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-as-a-supervisor","ht_kb_category-configuring","ht_kb_tag-maker","ht_kb_tag-supervisor"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/2788","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=2788"}],"version-history":[{"count":10,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/2788\/revisions"}],"predecessor-version":[{"id":5097,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/2788\/revisions\/5097"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=2788"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=2788"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=2788"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}