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Supervisor agent detail: state history and performance

The per-agent detail page answers “what has this one agent been doing” — a state-transition timeline for adherence, plus a performance panel for coaching. It is the drill-in target behind every row on the supervisor leaderboard.

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Where the page lives

Open Voice → Wallboard. The supervisor leaderboard ranks your roster by the scoring rules you configured. Click any agent row and you land on the per-agent detail page. The same deep link works anywhere you paste it — a support ticket, an audit note, a coaching follow-up. There is no sidebar entry for this page by design: the leaderboard selects the agent, and the row click drills in. Keep this guide alongside Supervisor coaching and Voice coaching templates. This page is about human contact-center agents. It is unrelated to the AI voice-template catalog covered in Browse and deploy voice agent templates (Agents → Templates, /agents/templates) — a common mix-up, so name the distinction whenever you link either one.

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State-history timeline

The main card is the agent’s state-transition timeline, backed by GET /voice/agents/:id/state-history. The day picker above the table scopes the window to one local day (default: today) and a refresh button re-pulls on demand. Summary tiles across the top total the day’s time per known state:
  • Available — ready for the queue.
  • On call — actively handling a conversation.
  • Wrap-up — after-call work.
  • Break — away / aux time.
  • Offline — signed out.
A state with no time in the window renders a dash, so an absent state reads differently from a trace amount. Below the tiles, the State transitions table lists every recorded transition, newest first:
  • Time — when the transition happened.
  • From / To — the previous and new states; the first-ever row of an agent’s history shows initial in the From column.
  • In state — how long the agent stayed in that state; the newest row shows a dash because it is still in flight.
  • Reason — the free-form note the agent (or a supervisor) attached, such as a break code or a forced-state reason; organic call-lifecycle transitions leave it blank.
Read it for rhythm: available → on call → wrap-up → available is the healthy loop; long breaks with no reason, or wrap-up that never returns to available, are the coaching signals. The wallboard’s live feed already shows the current flip — this timeline is the history view, the shift you are reviewing rather than the moment you are watching.

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Performance panel

The My performance card at the top shows the same gamification view the agent sees on their own panel, so a supervisor can inspect it without taking over the agent’s session. A period toggle — Today, 7 days, 30 days — scopes the numbers. It shows:
  • Total points for the period and the agent’s rank across the roster (for example, #3 of 18).
  • Badges earned in the period.
  • Core metrics: calls handled, avg QA score, avg CSAT, and avg handle time.
  • How points were earned — the per-rule points breakdown.
Coaching use: match the metric to the theme. Low rank paired with high handle time points at efficiency work; a low QA score points at quality reviews; the points breakdown tells you which scoring rule the agent is not recently earning. Because the panel is the agent’s own self-view, the coaching conversation starts from the same numbers the agent can see — no surprise mismatch.

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Roles and access

  • Any signed-in role can open the page; the performance panel is self-scoped. A plain agent opening a teammate’s link sees their own card, not the teammate’s — the API only serves another agent’s points to elevated roles.
  • Owner, admin, or supervisor roles also see the state-history card. Adherence and break-compliance detail is restricted to those elevated roles; without one, that section stays hidden.
Grant supervisor-class access in team management when a shift lead needs the state-history timeline; viewers still get the URL and their own performance panel.

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URL pattern

Share or bookmark the detail URL directly:
Use the agent id shown on the leaderboard row. Paste the link into a ticket or chat and the supervisor lands on the same view.

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Troubleshooting

  • “No state changes on this day” — the agent never transitioned in the chosen window, or the link carries a stale id. Pick another day and verify the id against the leaderboard row.
  • Empty performance panel — the agent has no scored activity in the period. Handling calls and completing QA reviews start earning points; the panel says so on its empty state.
  • State-history card missing — your role is below owner/admin/supervisor, so the adherence surface is hidden by design.
  • Errors from the endpoint — a 400/403 means the id or role check failed; a 500 means the backend rejected the read. Use the refresh button to retry.

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