Hi team,

We hope you are doing well.

We would like to request an important enhancement related to the way we give our shift managers access to Zoho Voice.

The “Upgrade Telephony Agents” add-on lets us upgrade a Telephony Agent to a Technician, but there is no similar option for the Supervisor role.

To make someone a Supervisor, we have to buy a full Contact Center license, which includes an admin seat and 10 Telephony Agent seats that we don’t need.

We have several shift managers, and only one of them is on shift at a time. During their shift, the manager needs view-only access to their team’s activity:

- Dashboard: live status of their agents and queues

- Live Calls: see active calls, and listen, whisper or join when needed

- Call Logs: calls, voicemails, recordings and callback requests of their agents

- Reports and queue stats: for the queues their agents work in

They don’t change settings and don’t need extra agent seats. Buying a full Contact Center license for each shift manager isn’t economical, especially when only one of them works at any given time.

1. A Supervisor add-on: upgrade an existing Telephony Agent to a view-only Supervisor (scoped to their assigned agents) for an add-on price, the same way the Technician upgrade works today.

2. A shared supervisor seat: one Supervisor seat that can be used by whichever shift manager is on duty, or pricing based on concurrent supervisors rather than named users.

Shift managers need to see what’s happening during their shift. Without an affordable option, we either pay for full licenses we barely use, or our managers work without visibility.

Ram