Live Monitoring

The Monitoring section gives supervisors real-time visibility into all call center operations with live-streaming data that updates automatically. Three dedicated views — Agents, Campaigns, and Queues — let you drill into every layer of your operation without refreshing the page.

Agent Monitoring

The agent monitor is your primary tool for understanding what every agent is doing right now. Each row updates in real time as agents move between states.

Column	Description
Agent	Name and username
Status	Current state (Ready, In Call, Paused, Dispo) — color-coded
Campaign	Assigned campaign
Current Call	Lead name, phone number, and duration
Calls Today	Total calls handled
Talk Time	Cumulative talk time
Pause Time	Time spent on breaks
Pause Code	Current break reason (if paused)

Tip

Use the status color coding to scan quickly — green for Ready, blue for In Call, yellow for Paused, and gray for Dispo. A wall of yellow means your team is on break; a wall of green means leads may not be flowing fast enough.

Supervisor Actions

Click on any agent to take action:

Action	Description
Listen	Silently monitor an agent’s call
Whisper	Speak to the agent without the customer hearing
Barge	Join the call as a three-way participant
Force Pause	Remotely pause an agent
Force Logout	Remotely log out an agent

Caution

Barge makes you audible to both the agent and the customer. Use Whisper if you only need to coach the agent mid-call without the customer hearing.

Campaign Monitoring

The campaign monitor shows real-time performance for every active campaign on a single screen.

Key metrics displayed:

• Active campaigns with live agent counts
• Queue depth — calls waiting to be answered
• Dial level — current pacing
• Answer rate — live answer percentage
• Drop rate — abandoned call percentage
• Agent utilization — time talking vs. waiting

Note

Drop rate is a critical compliance metric. Many jurisdictions require abandoned call rates to remain below 3%. The campaign monitor highlights campaigns that are approaching or exceeding this threshold so you can reduce the dial level before a violation occurs.

Queue Monitoring

The queue monitor provides visibility into inbound call queues, helping you spot bottlenecks before hold times become unacceptable.

Key metrics displayed:

• Queue depth per queue
• Wait times — average and maximum
• Agents available per queue
• Service level tracking
• Calls in queue with hold duration

Tip

Keep an eye on the maximum wait time. If any queue’s max wait exceeds your service level target, consider temporarily reassigning agents from quieter campaigns using the agent monitor.

Real-Time Updates

All monitoring screens update automatically using Server-Sent Events (SSE) — no page refreshes needed. Data streams directly from the server to your browser, ensuring you always see the current state of operations.

The monitoring views are also available on the Command Center and Wallboard for NOC and TV display use cases.