In order to get the best experience with Live Dashboard, be sure to navigate to chrome://settings and have Font Size set to Medium and Zoom set to 100%.
The Live Inbound Dashboard is available to both Contact and Enterprise license holders and gives Admins and Supervisors the ability to monitor multiple agents within a team, calls, and call status.
Live Teams dashboard is available to all Enterprise License holders and gives Admins the ability to coach their agents on live calls.
Teams Summary dashboard is available to all Genius License holders.
Call coaching is available by clicking the 'Coach' button next to the active call to begin monitoring the agent's call.
As a Genius Admin with an assigned License, the Answer Call functionality allows you to answer a call that is currently waiting in the Live Teams dashboard, regardless if you as the Admin is part of that Team.
The Call Insights feature gives greater visibility into the quality of each Call, showing weekly, monthly, and daily Mean Opinion (MOS) on all answered calls.