The Supervisor role in Aloware is built for team leaders who oversee operations, monitor agent activity, and manage campaigns, without needing full admin privileges.
Supervisors act as the bridge between agents and admins, ensuring daily workflows run smoothly while keeping performance on track.
Who can assign the supervisor role
Only company admins can assign or remove the Supervisor role from a user’s profile.
What supervisors can do
Supervisors have extended access to both Aloware Admin and Aloware Talk, focusing on team monitoring, performance tracking, and communication management.
Managing access in Aloware admin
Supervisors can view and manage several account areas while staying within safe permission limits. Here’s how they can use each feature:
Monitor line activity
Supervisors can track inbound and outbound line performance, helping ensure calls flow properly and customers reach the right teams.
Review ring group performance
They can track activity across all ring groups, ensuring calls are routed properly and departments are working as expected.
View team organization
Supervisors can view how agents are grouped into Teams and assess call distribution. While they cannot create or delete Teams, they can use this data to improve collaboration.
Verify imports
Supervisors can review imported contact lists, confirm accuracy, and make sure contacts are properly assigned to campaigns.
Manage lists
Supervisors can create, edit, and delete lists, making it easier to organize contacts for campaigns, broadcasts, or power dialer sessions.
Evaluate AloAI voice analytics
supervisors can review AI-powered call insights, such as keyword detection and sentiment analysis, to evaluate agent performance and improve conversations.
Create automated sequences
Supervisors can create and edit automated sequences to help guide follow-ups and nurture contacts without needing admin access.
Generate reports
Supervisors can generate and view detailed reports on line usage, agent performance, and communication trends.
Access insights
Supervisors can use real-time insights to see agent status, queue metrics, and overall performance, enabling data-driven decisions.
Note: Note: Supervisors do not have access to billing, integrations, or user management. Their role centers on monitoring operations and improving team performance.
Managing operations in Aloware Talk
In Aloware Talk, supervisors focus on daily communications and team activities.
View inboxes
Supervisors can view all agent inboxes and conversations, including SMS, calls, emails, and faxes, to ensure message quality and consistency.
Oversee team inboxes
Supervisors can monitor shared inboxes to make sure no conversation is missed and that all inquiries receive timely responses.
Review communications History
Supervisors can review full message and call logs to support issue resolution or provide feedback during coaching sessions.
Manage contacts
With the right visibility settings, supervisors can create, edit, reassign, or delete contacts to keep records up to date.
Control lists and campaigns
Supervisors can access and manage contact lists used for campaigns or power dialer sessions, ensuring outreach is accurate and targeted.
Run power dialer campaigns
Supervisors can use the Power Dialer for outbound campaigns to reach customers efficiently and measure call outcomes.
Use wallboard tools for coaching
They can barge into live calls or whisper to agents privately for real-time coaching and quality assurance.
Manage schedules in Calendar
supervisors can add, edit, and delete events, ensuring that team schedules, follow-ups, and appointments are well-managed.
Apply and manage tags
They can create, edit, and delete tags to categorize contacts, and apply tag-based actions for better segmentation.
View team Stats
Supervisors have access to Stats, which show call and message data, allowing them to track individual and group performance.
Create and manage broadcasts
They can build, send, or delete SMS and MMS broadcasts to run promotional or informational campaigns.
Use AloAi for coaching
Through AloAI, supervisors can review AI-generated summaries, tone analysis, and key phrases to coach agents effectively.
Personalized settings
They can modify their own account settings to suit their workflow preferences.
Note - Supervisors in Aloware Talk are designed to coach agents, monitor communication, and manage campaigns, not to perform admin functions.
Why the Supervisor role matters
The Supervisor role empowers team leads to make informed decisions, identify performance gaps, and maintain workflow quality, without the risk of accessing sensitive admin settings. This balance gives organizations both control and flexibility in managing their teams.