The Live Team Summary dashboard is available to all Contact and Enterprise Genius License holders. It gives Admins and Supervisors an overall view of all active teams and the ability to monitor each team's activity and Agents.
You can access the Live Team Summary page by navigating to the Live page on the left sidebar, and then to the Live Team Summary tab:
Using Live Team Summary
The Live Team Summary page shows you an overview of all of your Organization's teams and some of their key statistics in near real-time.
Here's a breakdown of the analytics we provide on this page:
- Team Name + Link to Team Analytics
- Agent Status Overview - Shows you the number of Agents in each status (Available, Paused, On a Call, Offline)
- Calls in Progress - # of active calls that are currently in progress
- Calls Waiting - Number of active calls currently waiting in queue
- Avg Wait Time - The mean wait time of all calls currently waiting in queue
- Max Wait Time - The highest wait time of any of the calls currently waiting in queue
- Service Level - The current Service Level of each Team
- Link to Live Call Monitoring for this Team
Report Alignment
Total Talk Time may not align exactly with your bill for the month. This is expected, please refer to your bill for correct call durations in alignment with your billing increment.
Contact Licenses
Access to the Live Team Summary page is available with Enterprise licenses. Click here to learn more.
