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.
  If multiple agents are involved (e.g., in transfers), the system displays the oldest active participant.

• 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 or enabling overflow routes.

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, Busy (on call), etc.

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