# Supervisor

**Webchat Campaign Monitoring**

This section displays real-time statistics for Webchat campaigns. It shows the current status of each Webchat campaign in real time, based on the parameters configured during campaign creation.

Bottom-left table

[![image.png](https://docs.cleverideas.ai/uploads/images/gallery/2026-07/scaled-1680-/UMUlWnh5ECnfJAWM-image.png)](https://docs.cleverideas.ai/uploads/images/gallery/2026-07/UMUlWnh5ECnfJAWM-image.png)

**Icon:** Agent status icon. It may display a phone icon when the agent is on a call, or the corresponding break icon when the agent is in a pause state.

**Channels:** If the agent is handling an active interaction, the corresponding channel logo will be displayed (SMS, Webchat, among others). Multiple channel icons may appear simultaneously when applicable.

**Status:** Real-time agent status. Available statuses include: Disconnected, Busy, Available, Available on Break, and Busy on Break (where “Break” refers to any configured break status).

**Agent:** Name of the agents assigned to the campaign.

**Completed:** Number of completed interactions per agent.

**Active:** Displays the number of active interactions currently assigned to the agent.

**Time:** Displays the time elapsed since the agent’s last status change.

**Interaction Status**

Displays the status of the active interaction based on the time thresholds configured in the Campaign Settings under Chat Time. The available interaction statuses are as follows:

- The interaction status will be displayed in green while it remains within the first configured time threshold.
- The interaction status will be displayed in yellow while it remains between the first and second configured time thresholds.
- The interaction status will be displayed in red when it exceeds the second configured time threshold and beyond.
- When the agent does not have an active interaction and the third configured time threshold is exceeded, an alert will be displayed in the agent’s status.

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##### **Bottom-right table**

If the campaign has customers waiting in the queue, the table on the right will be populated as shown in the following image.

[![image.png](https://docs.cleverideas.ai/uploads/images/gallery/2026-05/scaled-1680-/aOBah3IzVGa6dEx9-image.png)](https://docs.cleverideas.ai/uploads/images/gallery/2026-05/aOBah3IzVGa6dEx9-image.png)

This table displays each customer's email address, name, and the time they have been waiting for assistance.

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##### **Agent Actions**

When you click on an agent with an active interaction, the following options will be displayed:

[![image.png](https://docs.cleverideas.ai/uploads/images/gallery/2026-05/scaled-1680-/j3altVKGkby0HxWN-image.png)](https://docs.cleverideas.ai/uploads/images/gallery/2026-05/j3altVKGkby0HxWN-image.png)

- **Spy:** Allows the supervisor to view, in real time, the messages exchanged between the agent and the customer.
- **Screen Monitoring:** Allows the supervisor to view the agent’s screen in real time. To display this option, Screen Monitoring must be enabled under Settings → Agents.
- **Info:** Displays a window containing the agent’s detailed information.
- **Pause:** Allows the supervisor to place the agent into a paused state.
- **Log Out Agent:** Allows the supervisor to log the agent out of the portal. The agent must sign in again using their username and password to resume work.

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