Live Call Monitoring is available to both Contact and Enterprise license holders and provides Administrators and Supervisors the ability to monitor their organization's Agents and Calls in near real-time. The Live Call Monitoring page will refresh data on your Agents and Calls every 5 seconds, allowing you to respond quickly and effectively to the needs of your Contact Center.

Setting up Live Call Monitoring:

You can navigate to Live Call Monitoring via the Live link on the left sidebar:

Once you arrive at the Live Call Monitoring page, you will need to choose at least one Team to view call activity. Click in the Teams dropdown and choose one or more Teams to get started:

You can also save the Teams you usually view by clicking on the overflow menu (3 dots) on the right side of the Teams filter:

Once you have chosen at least one Team to monitor, you will be able to monitor all of the members of that Team as well as any calls that members of the team are taking. Be aware that if a member of the Team you are viewing takes a call for another Team, you will also see that call as we always want you to know what calls your Team members are taking.

Using Live Call Monitoring:

Here is what you will see on the Team cards within Live Call Monitoring starting with the Team card header:

1. Edit Team Membership - If you have permissions to modify Team membership, this button will allow you to change who is on the Team. This allows you to easily add/remove Agents from your Teams in real-time to address potential traffic increases or Agent issues.
2. View Team Analytics - Will pop open a new tab in the Live page so you can easily see the Team Report without needing to navigate to a different page. 
3. Service Level - Shows you the current Service Level for your team. If you click this, it will bring you to the Team Service Level page where you can see and/or update the Service Level for this Team.
4. Maximize/Minimize Card - Each card on Live Call Monitoring cal be Maximized (wide card / horizontal view) or Minimized (tall card / vertical view).  Test out the 2 different views to see which one fits best with your screen size and team size.
5. Close Team - The X button will remove this team from your Live Team view

Here is what you can see on the Live Team Agents section:

1. Status bar - Displays how many Agents are in each status. You can click any of these buttons to toggle a filter and only show Agents in that status. 
2. The Agent's Name
3. Current Status - this display's the Agent's current status and how long the Agent has been in that status. Agents on a call will be highlighted in blue.
4. Last Call - how long it has been since the Agent's last call
5. Pause Time - how long has the Agent been in a paused status today (starting from midnight in the viewing user's timezone)
6. Edit Agent - The pencil icon allows you to modify the Agent Status, Unpause the Agent, or Remove the Agent from the team (see screenshot below)

Here is what you can view in the Active Calls section:

1. Number of In Progress Calls - The number of calls that at least one Team member is actively connected to
2. Number of Waiting Calls - The number of calls currently in queue for this Team
3. Avg Wait Time - the current mean Wait Time of all calls currently in queue for this Team
4. Max Wait Time - the highest Wait Time of all calls currently in queue for this Team
5. Number of Team Calls - The number of active calls that came into this Team's queue
6. Number of Inbound Calls - The number of Inbound Direct calls that at least one Team member is actively connected to
7. Number of Outbound Calls - The number of Outbound calls that at least one Team member is actively connected to
8. Coaching menu - This is where you can activate Monitoring, Whispering, or Barge functions

Genius Tip: Average and Maximum Wait Times are only for current waiting and active calls