---
title: Monitor Omni Campaign
slug: harmony/monitor-omni-campaign
docTags: 
createdAt: 2026-01-21T06:39:30.341Z
---

### 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.

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### 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).

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### 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).

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### 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.