Monitor Omni Campaign

omni live monitoring configuration guide (supervisor) this dashboard provides supervisors with real time visibility into agent activities and interaction statuses across omni channels (selected omni campaign) it is designed to track agent availability, interaction loads, and channel specific performance 1\ interface overview the live monitoring dashboard for omni campaign is divided into two primary sections left panel (summary & stats) displays graphical interaction summaries and aggregate agent statistics (logged in, ready, break, and auto mode connectivity) right panel (agent list) a detailed, tabular view of individual agents, their current status, capacity, and active interactions data refresh indicators live monitoring the page is labeled "live monitoring" in the top right, indicating real time data updates freeze button allows the supervisor to pause data refreshing to analyze a specific snapshot in time 2\ interaction summary (left panel) this section provides a high level visual representation of current interaction states interaction graph a bar chart displays the count of interactions in various states states tracked connected, queued, hold, hungup, and ivr channel indicators color coded legends distinguish between channels, such as whatsapp (green) and voice (blue) 3\ agent aggregate stats (left panel) below the interaction graph, the dashboard summarizes agent availability total agents displays the total count of agents currently tracked in the campaign status counters logged in total agents currently logged into the system ready agents available to accept new interactions break agents currently on break status auto mode connectivity a matrix separating agents by "auto mode on" vs "auto mode off" and their connection status (connected vs not connected) it also breaks down counts by channel icons (voice handset vs chat bubble) 4\ agent list & interaction details (right panel) this table provides granular details for every agent a agent columns column name definition agent name displays the agent's display name along with a status color indicator (e g , green for available/ready, red for busy/just logged out) agent id the unique system identifier for the agent auto mode indicates if the agent is in auto call/interaction mode ( on or off ) agent status shows the agent's current state and duration available capacity a numerical score (0 100) indicating the agent's remaining capacity to handle new interactions in progress a visual count of active interactions per channel type (voice icon for calls, chat bubble for messages) b interaction drill down clicking the arrow next to an agent expands a detailed view of their active interaction field name definition interaction id unique identifier for the specific interaction session customer the customer's identifier, typically a phone number channel detail additional info on the specific channel used for communication queue the specific queue handling the interaction agent status the status of the agent within that specific interaction (e g , connected etc) elapsed time total duration of the current interaction state 5\ additional tools filter & list options icons in the top right of the agent list allow supervisors to filter agents or change list view settings pagination controls at the bottom right allow navigation through large lists of agents (e g , "1 4 of 4", "rows per page 10") channel tabs dedicated tabs for omni and voice allow isolation of metrics relevant to specific workflows