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 Report 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.
Additionally, supervisors with the appropriate permission (Override Agent Voice Availability) can change the availability status of agents.
- Supervisors can make an unavailable agent available.
- Supervisors can make an available agent unavailable.
- Supervisors cannot change an agent's status if they are currently busy on a call.
4. Live Call Metrics
- This section displays a dual-axis chart that lets you plot any two call metrics against time — helping you correlate volume with quality signals, such as total calls versus average wait time, without switching screens.
- Use the phone line dropdown to filter by a specific line or view data across all lines. Use the two metric dropdowns to select what you want to compare. Each metric is plotted on its own axis.
- Available metrics include: Total Calls, Inbound Calls, Outbound Calls, Callback Requests, Voicemail, Queue Abandoned Calls, Max Queue Calls, Average Queue Wait Time, Average Hold Time, Average Talk Time, Exceeded Wait Time Calls, Outside Business Hour Calls, Queue Full Blocked Calls, and Average Call Duration.
The Live Dashboard supports category filtering across Live Calls, Live Call Metrics, Queue Monitoring, and Agent Availability. Use the Category dropdown in any section to filter by one or more routing categories and click Update to apply. The dropdown shows all categories linked to your contact center across all phone lines. Filter selections persist across dashboard auto-refreshes.
Note: All metrics are anchored to the call's start time. Wait time, talk time, hold time, and duration are all assigned to the time bucket in which the call arrived — regardless of when the call ended or when each event within the call occurred.