Live Reports: Real-Time Call Queue and Agent Activity Dashboard

Live Reports on your Telzio Dashboard displays real-time call activity across your queues, including agent availability, live call status, and essential call statistics for your business phone system.

Live Reports includes:

• The number of callers waiting in each queue,
• The average hold time in each queue,
• The number of active calls in each queue,
• The number of agents available in each queue,
• A log of most recent calls, and
• Agent availability and their assigned queues.

With Live Reports, you get a concise overview of the data needed to manage your business phone lines, plus a clean, eye-catching dashboard you can display on an office monitor to keep teams aligned throughout the day. All information updates in real time, so managers and agents always see current call activity without refreshing the dashboard.

How to Access Live Reports

Navigate to Live Reports by clicking on the drop-down in the top right corner of your Telzio Dashboard. Access to Live Reports is available to all Users and Admins as part of your Telzio service, allowing agents and managers to stay on top of real-time phone and queue activity.

Live Reports are included for all of your Telzio Users and Admins at no extra cost. Live Reports gives your team a visual way to proactively manage call queues and ensure:

• Customer calls are being resolved quickly,
• On-hold times are low, and
• Agents are not idle.

You can see when there’s a high volume of calls coming into certain queues and the availability status of all your agents. With this kind of information, managers can take the necessary steps to avoid weak spots in your customer service process.

What You’ll Find in Live Reports

Under Live Reports, you’ll find real-time call and agent activity data, including:

• A snapshot,
• Queues,
• Live Calls, and
• Agents. We’ll go into more detail about each of those sections below.

Snapshot

In the top corner, you’ll find a snapshot of your current business phone activity and queue performance.

• Talking – total number of active calls
• Waiting – total number of calls in a queue
• Avg. Hold Time – average hold time of calls

Queues

On the left, you’ll see the names of your call queues and their designated colors. The colors help you identify which queues your agents are in with a corresponding circle next to their name. We’ll dive into the Agents section more below. Currently, you can view up to 10 queues in Live Reports.

Live Calls

Under the Live Calls section, you’ll find your most recent inbound and outbound calls along with:

• The caller’s phone number,
• Call direction (inbound or outbound),
• The call duration, and
• The call status. Currently, you can view up to 60 calls in Live Reports.

Agents

In the Agents section of Live Reports, you’ll find a list of agents and their current availability and call status. This section will tell you:

• If an agent is on a call,
• What queues the agent is assigned to, and
• Which agents are online/offline.

Currently, you can view up to 60 agents in Live Reports. Here is a screenshot of Live Reports, but remember that it updates in real-time! Scroll back up to see the video of it in action, or log into your Dashboard now. Request a personal demo to see how Live Reports helps teams monitor calls and queues in real time.