Monitor calls in real-time
Maximize the utilization of your resources to improve customer call handling by overseeing the status of live calls as soon as they come in.
The Live Reports dashboard allows you to view queue metrics, agent status, and active calls in real-time. Address certain trends, such as high call volume or high hold time, the instant you notice them in the live reports.
Call Activity
Watch all incoming, outgoing, and internal calls as they happen.
- Find out what number or extension dialed in or out.
- View the duration of the overall call
- Check whether the call is waiting or is currently active.
Look into the specific details of a call in the Call Logs to gain more understanding of what occurred during the call.
Queues
With the live reports you can
- Observe how many calls are waiting to speak with an agent
- Monitor your agents' availibility
- Check the average hold time for each queue
You can also access your account's Queues dashboard to manage your agents' availibility and calls.
