Live Monitoring
Who's Talking, Who's Free, Who's Waiting
See each queue as it is right now: callers waiting, agents idle, calls in progress, and how long people have been waiting. Open an agent and you get their status, and how long they've been in it.
2
Sales waiting
0:42
Avg wait
1
Idle
Maya Chen
Sales
Talking
04:12
James Okonkwo
Accounts
Idle
06:40
Priya Shah
Support
Ringing
0:08
Noah Blake
Sales
Break
12:03
What the Floor Shows You
Each Queue, Right Now
Idle agents, callers waiting, calls in progress, and the average wait, per queue, updating while you watch.
What Each Person Is Doing
Talking, ringing, on hold, on a break, or offline, with how long they've been in that state. A six-minute break and a six-second ring don't look the same.
Filter Down to One Person
Narrow the list by name, queue, status, department, or office. Melbourne, talking, on sales is a search, not a scroll.
The Wait, Not Just the Count
Two callers waiting for forty seconds is a different problem from two callers waiting for six minutes. The average wait is on the queue.
See It While the Call Is Still On
The board is live. You notice a queue backing up, or an agent stuck ringing, before the caller has already hung up.
The Whole Team, Not a Sample
Every agent on the floor is on the list, including people on a break and people offline, so the picture isn't only the ones currently talking.
- Maya ChenTalking · Melbourne
- James OkonkwoIdle · Sydney
- Priya ShahTalking · Melbourne
- Noah BlakeBreak · Melbourne
What Seeing the Floor Is Worth
You Notice the Queue Before the Caller Gives Up
Waiting callers and idle agents are on the same screen. If sales is backing up and James has been idle, you can see it.
A Break and a Call Look Different
Status and duration tell you whether someone is in a conversation, ringing, on hold, or away. You don't have to guess from a busy lamp.
Find a Person Without Scanning the Room
Filter by office, department, queue, or status when the floor is more than a handful of names.
The Numbers Are From This Minute
Wait time and agent state update while the calls are happening, which is the moment a supervisor can still do something about them.
The Rest of the Switchboard
Monitoring is the view. These are the queues you're looking at, the browser agents answer on, and what you can do to a call once you can see it.
Recording, transfers, and listen, whisper, or take over on a live call.
Menus, direct lines, and the person who has been free longest.
A list, a queue, and a window of time. Answered calls reach a free agent.
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