12 September 2025
New in ConnectPro: Supervisor Call History & Agent Assist Tools
We’re excited to introduce a powerful update to ConnectPro that gives Supervisors greater visibility and control over call activity within their queues. This release is designed to streamline oversight, simplify data access, and enhance support capabilities—all from a single, intuitive interface.
Smarter Call History Access
Supervisors can now view and manage call history for the queues they oversee, with flexible filtering and search options:
Filter by: Agent, queue, and date range
Search by: Phone number, UPN, agent name, or queue name.
Easy Data Export
Need to review or archive call data? Supervisors can download a ZIP file containing:
Transcriptions
Summaries
Or both—based on the filtered results
Agent Assist, Now for Supervisors
Each call record includes a button to launch the Agent Assist popout, giving Supervisors access to the same tools available to agents:
Copy and edit the summary
Copy or search within the transcription
Download transcription, recording, and summary (individually or bundled)
Stream the recording
View waveform and detailed recording metadata
What This Means for You
These enhancements make it easier to:
Monitor queue performance
Support agents with actionable insights
Maintain compliance and quality standards
Access and manage call data efficiently
This update is now live in ConnectPro. If you have any questions or feedback, feel free to reach out to your account manager or our support team.
Email: servicedesk@teleware.com.
Live Chat: www.teleware.com