Live Dashboards & Wallboards

overview the supervisor's monitor tab provides real time oversight of all activities across assigned campaigns the interface dynamically changes based on the type of campaign selected in the left side navigation bar supervisors can use the live monitoring view to check on agent activities and directly intervene in calls common monitoring operations (voice campaigns) in all voice based live monitoring tabs (inbound, outbound, and parallel predictive campaigns), the supervisor has the capability to perform the following real time operations on an agent's active call through a floating window snoop the supervisor can secretly listen to the live conversation between an agent and a customer neither the agent nor the caller is aware of the supervisor's presence whisper the supervisor can join the call to provide guidance or assistance to the agent directly only the agent hears the supervisor's voice, while the customer remains unaware conference the supervisor can force a conference call, connecting themselves as a third party to the live conversation barge the supervisor can fully take over the call the agent's microphone is automatically muted, and the supervisor becomes the owner of the call, with the ability to dispose of it disconnect the supervisor can forcibly disconnect a live call, terminating both the customer's and the agent's channels force logout an agent the supervisor can forcefully log an agent out of the system at any moment, regardless of whether they are on a call monitoring by campaign type the structure and key metrics displayed in the live monitoring tab vary significantly by campaign type 1\ inbound campaign monitoring the live monitoring view for an inbound campaign focuses on tracking real time metrics related to incoming call flow, agent availability, and customer queue status campaign runtime summary (total calls) this section provides real time counts for calls received via various channels, including manual dials, callbacks received, transfers received, and inbound received it also tracks the number of connected and not connected calls user runtime summary (total agents) this part monitors agent status and efficiency, showing real time counts for agents on break, ready, connected, and on acw (after call work) it also tracks the avg handling time , avg talk time , and agent inactivity using the inactive since metric, which buckets inactive agents into intervals like <20 sec, 20 60 sec, and >60 sec customer runtime summary (total customers) this tracks the instantaneous status of customers, including those in the ivr , queued at acd , connected, and hungup states it also displays the abandon rate at acd % and call drop rate % agent list this detailed table provides live status information for each staffed agent, including their agent status (and duration of current status), extension , auto call status , and current agent call status outbound campaign monitoring the live monitoring view for an outbound campaign focuses on the dialing process and agent efficiency in connecting and handling calls initiated by the system or the agent campaign runtime summary (total calls) this tracks calls originating from manual dials , callbacks received , transfers received , and auto dials it counts connected and not connected calls, and tracks total talk time it also includes the started since metric, which tracks the time since the agent began calling after switching to "available" status user runtime summary (total agents) this section tracks key performance indicators similar to the inbound campaign, such as agents on break , ready , connected , and on acw , and includes averages for handling time , talk time , acw duration , and hold duration customer runtime summary (total customers) this monitors the status of outbound calls, including those queued for dialing, initialized (being dialed), ringing, connected, and hungup key metrics unique to outbound are the attempt cancel rate % and call drop rate % chat campaign monitoring the live monitoring view for a chat campaign focuses on chat flow, agent chat capacity, and service levels specific to messaging channels queue selection the supervisor can filter the entire view to show data specific to a particular queue graphs/metrics it displays quick statistics using tiles and ring graphs users shows the count of users assigned versus users logged in chats queued shows the real time count of chats waiting for an available agent chats per user displays the average number of active chats per logged in agent with "auto chat status on" auto chat shows a breakdown of users with auto chat on versus auto chat off statuses chat instances shows the count of total available instances versus total occupied instances view live chats the bottom section displays live chat details organized into three tabs active chats shows all currently live chats in the campaign active chats (per agent) displays active chats grouped by the agent handling them queued chats shows the list of chats currently waiting for an agent, sortable by criteria like requesting time parallel predictive campaign monitoring the monitoring functions for a parallel predictive campaign essentially combine elements of inbound and outbound campaigns monitoring tabs this campaign type utilizes the same tabs and functionality as outbound campaign for live monitoring , agent monitoring , and lead monitoring , while drawing upon the queue monitoring features described for the inbound campaign queue monitoring this feature specifically tracks metrics like in progress calls, oldest call waiting time, assigned agents , staffed agents , and available agents on a per queue basis general controls extension selection if assigned to a voice campaign, the supervisor must select an extension (e g , softphone) upon login to access all voice functionality configure call duration threshold (licensable) supervisors can set threshold limits for metrics like hold time , acw time , and call duration agents who exceed these thresholds will be highlighted in the agent list with a color determined in the color configuration section freeze or unfreeze the supervisor can temporarily halt the automatic refresh of real time data to inspect a static snapshot of the dashboard