The Live Contact Center Dashboard offers real-time visibility into ongoing calls, queue activity, and agent availability — helping supervisors and managers take immediate action when needed.

Note: To access this dashboard, your agent role must have the view_contact_center_dashboard permission enabled.

1. Live Calls

This section displays all calls currently in progress.

For each ongoing call, you’ll see:

• Agent – The name of the agent handling the call.

• Call Direction – Whether the call is Inbound or Outbound.

• Phone Display Name – The name configured for the number being used.

• Contact Information – Includes the Contact Name (if known) and Phone Number.

• Category – The Routing Category through which the call was assigned.

• Ticket Associated – If the call is linked to a ticket, the ticket reference is shown.

• Call Duration – How long the call has been active.

This view helps you track all active call activity at a glance.

2. Queue Monitoring

Select any configured queue to monitor its real-time status.

For the selected queue, you’ll see:

• Total Calls in Queue – Number of calls currently waiting in that queue.
• Total Agents Available – Number of agents currently available to take calls in that queue.
• Average Wait Time – Average wait time for callers presently in the queue.
• Longest Wait Time – The highest individual wait time for any caller currently in the queue.

This section allows you to identify bottlenecks and react quickly — for example, by reassigning agents.

3. Agent Availability

This section displays the live availability status of all agents in your contact center.

For each agent, you'll see:

• Agent Name
• Current Availability Status – This includes states like Available, Unavailable and, Busy (on call).

You can filter this view by Category to monitor specific teams or departments more easily.