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.
   1. Note: this is measure the Service Level of the Team since midnight of the current day in real-time. This will measure the percentage of calls answered within the Service Level Target set for each specific 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 the filters and only show Agents in the selected statuses.
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

Call Coaching (Monitor/Whisper/Barge):

If you would like to coach a call, you can use the below button. You can use the button in the Agent's table when that Agent is On A Call, or you can use the button in the Active Calls section.

By clicking on the Coach button, you'll open up the Coaching window which shows you the Agent and which call they're currently on, and then you can choose from the following options:

1. Monitor - Allows you to listen in to the call
   1. Note - Whispers are not captured in the call recording for a given call. If you need to retrieve the recording for the coaching (e.g. whispering) portion of a call please reach out to support@avoxi.com 
2. Whisper - Allows you to talk ONLY to the Agent on the call. The external party (e.g. the caller on an inbound call) will not be able to hear you in Whisper mode
3. Barge - Allows you to enter the call as a third party. Both parties on the call will be able to hear you if you Barge on the call.

Pressing any of those buttons will initiate that action in your webphone. 

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:

1. Team Name + Link to Team Analytics
2. Agent Status Overview - Shows you the number of Agents in each status (Available, Paused, On a Call, Offline)
3. Calls in Progress - # of active calls that are currently in progress
4. Calls Waiting - Number of active calls currently waiting in queue
5. Avg Wait Time - The mean wait time of all calls currently waiting in queue
6. Max Wait Time - The highest wait time of any of the calls currently waiting in queue
7. Service Level - The current Service Level of each Team
8. Link to Live Call Monitoring for this Team