What information is available to me on 'Live-Calls' tab?

What information is available to me on 'Live-Calls' tab?


The 'Live-Calls' tab allows Supervisors and account Owners to keep track of the following metrics in real-time:


Agent Information:



  1. Total Number of Agents
  2. Number of Agents on-call
  3. Number of Agents in wrap-up stage of call
  4. Number of Idle agents
  5. Number of Agents in break
  6. Number of Agents in Not-available mode


All these metrics get updated every 30 seconds.


Caller Information:



  1. Number of queues
  2. Number of Waiting callers in different queues
  3. Max Waiting time in different queues

This data can be updated using the 'refresh' icon at the top right corner.

Call Information:

  1. Current queue (call-group) of the agent
  2. Agent name
  3. Caller number (on a live call)
  4. Status of the agent
  5. Call duration (on a live call)
  6. For Action (If Supervisor wishes to monitor the call)

This data can be updated using the 'refresh' icon at the top right corner.

Call Duration


  1. Average wait time for your customers (in seconds)
  2. Longest wait time for any call (in seconds)
  3. Total wait time for all calls (in seconds)
  4. Average talk time on calls (in seconds)

This data can be seen for the last 30 minutes, last 1 hour and last 24 hours respectively.
This data can be updated using the 'refresh' icon at the top right corner.


We are adding more features on this page very soon. Keep a watch on this page for details.

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