Live Teams dashboard is available to all Enterprise License holders and gives Admins the ability to coach their agents on live calls. In addition to being able to Pause agents, the administrator can monitor, whisper, and barge calls based on the need for the call.
- Log in to your AVOX account.
- Select the "Live" section located on the left-hand navigator.
- Next, select the "Live Inbound" tab.
Team Card Information Displayed
Team name: Name of the team
Last Updated: Time which the card last refreshed with live data
Agents (this may change): Total amount of agents on a team
Inbound: Total amount of direct inbound calls for the team
Outbound: Total amount of outbound call for the team
Team Calls: Total amount of inbound team calls
Agent Information Displayed
Agent Name: Name of the Agent
Status: Time duration of the agent in the current agent call status.
Last Call: Time duration since and an agent last took a call.
Pauses: Amount of times agent has been paused.
Waiting Calls Information Displayed
Calls Waiting: Number of calls currently waiting
Avg Wait Time: Average wait time for "all" inbound queue calls until they are answered
Max Wait Time: Maximum wait time for waiting calls
Genius Tip: Learn more about Live Teams
Waiting Calls Body Information
Time: Time of day that call arrived
Caller ID: Outbound caller-ID of the caller
Wait Time: Amount of time call has been waiting
Pressing the three dots next to the call allows the action of 'Answer Call'
Genius Tip: Learn more about Answer Call functionality.