# Supervisor desktop

Contact center supervisors perform various functions to monitor quality and the performance of their agents. Supervisors can conduct regular service observing and gain fast access to them with a number of different tools. Avaya one-X Agent provides a set of new features for supervisors to perform these functions through the same Avaya one-X Agent interface. The new features integrate telephony, presence, instant messaging, media file sharing, agent monitoring, reporting, and Communication Manager supervisor features and provide the features on the Avaya one-X Agent user interface.

Important

Avaya does not recommend supervisors logging into ACD and observe other agents at the same time, as there is potential conflict from calls originating from two different sources. Communication Manager does not support certain functions, such as , switching to Auxiliary state when observing an agent.

- Observing agent service
- Sending a quick alert
- Coaching an agent
- Barging into an agent call
- Performing an ad hoc transfer
- Logging out an agent from Supervisor Desktop
- Viewing the agent work log and transcripts

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