Overview
The Agent Monitor provides real-time visibility into agent activity, call flow, and campaign performance. It allows administrators and supervisors to monitor live calls, track agent statuses, review inbound and outbound call metrics, and take immediate action when necessary.
The Agent Monitor is a primary operational tool for managing live production and agent availability.
Contents
- Filters and Page Controls
- Real-Time Summary Metrics
- Campaign and Call Performance Metrics
- Agent Status Widgets
- Admin Controls
- Agent Activity Table
- Status Color Legend
Agent Monitor
- Click the Reports main menu.
- Click the Agent Monitor menu option.
The Agent Monitor page will open.
Filters and Page Controls
Allows you to filter Agent Monitor data and control how often the page refreshes.
| Control | Description |
|---|---|
| Campaign |
Filters the Agent Monitor by campaign. Selecting All Campaigns displays aggregated activity across all campaigns. Select a single Campaign or ALL Campaigns. You cannot select a couple or more individual campaigns. |
| Queue | Filters data by queue, allowing focused monitoring of specific inbound or outbound queues. |
| Include Remote Agents | Includes agents logged in remotely in the Agent Monitor view. |
| Refresh Rate | Controls how frequently the page updates. Options include Stop, Slow, and Fast. |
| Dial Method |
Displays the active dialing method for the selected campaign.
|
| System Time | Displays the current system date and time. |
Real-Time Summary Metrics
These metrics provide a high-level snapshot of current call and messaging activity.
| Metric | Description |
|---|---|
| Total Calls Placed | Total outbound calls placed in the selected view. |
| Calls Ringing | Number of calls currently ringing to leads. |
| Outbound Calls Waiting | Number of outbound calls queued and waiting to be dialed. |
| Inbound Calls Waiting | Number of inbound calls currently waiting in queue. |
| Messages Playing | Number of outbound voice messages currently playing. |
Campaign and Call Performance Metrics
Displays dialing, call volume, and performance statistics for the selected parameters in the Filters section.
| Metric | Description |
|---|---|
| Dial Level |
Displays the current dial level or pacing strategy for the campaign.
|
| Dialable Leads | Number of leads currently eligible for dialing. |
| Leads in Hopper | Number of leads loaded into the dialing hopper. |
| Outbound Calls Today | Total outbound calls placed today. |
| Manual Calls Today | Total manual calls placed today. |
| Inbound Calls Answered | Total inbound calls answered today. |
| Outbound Dropped % | Percentage of outbound calls dropped before being answered. |
| Inbound Abandoned % | Percentage of inbound calls abandoned by callers. |
| Average Agent Wait | Average time agents wait between calls. |
| Average Agent Talk | Average talk time per call. |
| Average Agent Dispo | Average time agents spend in disposition. |
| Average Agent Pause | Average time agents spend paused. |
Note: The type of call considered as ANSWERED when counting Outbound DROPPED/ANSWERED on the Agent Monitor is disposition wherein the Human Answered is set to YES plus DROP, PDROP, and FASD.
Agent Status Widgets
These widgets each display a different stage a call and display the number of agents that are currently in each stage.
See the table below for each call stage and what they mean.
| Widget | Description |
|---|---|
| Agents Logged In | Number of agents currently logged in. |
| Agents Waiting | Agents available and ready to receive calls. |
| Agents In Call | Agents actively connected on a call. |
| Agents In Dispo | Agents completing post-call dispositions. |
| Agents Paused | Agents currently paused and not receiving calls. |
| Agents in Dead Call | Agents in disconnected or dead call states. |
Admin Controls
Provides tools for Admins to communicate with Agents and manage live activity.
See the table below for each available action and what they do.
| Action | Description |
|---|---|
| Broadcast Message |
Sends a message to all or selected logged-in agents.
|
| Live Calls Waiting |
Displays inbound calls waiting in queue and allows manual assignment.
|
| Pending Breaktime Requests |
Displays agent break requests awaiting approval. Opens a modal window that lists pending break requests where Admins can approve or deny requests. |
| Logout All |
Forces all logged-in agents to log out. |
Agent Activity Table
The Agent Activity table displays detailed, agent-level information.
- Columns can be customized using Show/Hide Columns.
Agent Activity Columns
This table contains all available column options available to view in the Agent Monitor. Read the descriptions for each to decide which columns you want to view.
Note: Columns cannot be re-organized.
| Column | Description |
|---|---|
| Extension | Agent’s phone extension. |
| Virtual Agent |
Indicates whether the agent is virtual or remote.
|
| Agent Name | Agent’s user name. |
| Lead | Link to the lead currently associated with the agent, if applicable. |
| Listen | Allows supervisors to listen, whisper, or barge into live calls. |
| Call Type | Type of call (Inbound, Outbound, Manual, Preview). |
| Status | Agent’s current state. |
| Status Time | Length of time the agent has been in the current status. |
| Current Call | Duration of the active call, if applicable. |
| Ready Time | Time the agent has been available for calls. |
| Since Last | Time since the agent’s previous call ended. |
| Total Calls | Total calls handled during the session. |
| Session | Duration of the current login session. |
| Campaign | Campaign the agent is logged into. |
| Queue | Queue(s) assigned to the agent. |
| Queues Assignment | Displays the queue associated with the active call. |
| Logout | Logs out an individual agent. |
If you would like to view the Lead your agent is talking to, click on the human icon in the Lead column.
The Edit Lead page will open in a new tab or window.
- Make sure the Lead option is selected for viewing in this table.
Show/Hide Columns Section
Allows admins to customize which columns are visible in the Agent Activity table.
Click the checkboxes to select or deselect a column option. Changes occur live as checkboxes are clicked.
Selected columns to view are not static, the selected defaults will return if you leave the Monitor page.
- Default selection includes all columns except the Queues Assignment checkbox.
Status Color Legend
The Agent Monitor includes a color-coded legend that visually represents how long agents have been in each status. Color intensity increases as time thresholds are exceeded, allowing supervisors to quickly identify agents who may require attention.
Each status uses color shading to indicate duration thresholds (e.g., less than 1 minute).
PREVIEW |
READY |
IN CALL |
DISPO |
PAUSED |
DEAD |
||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| - Agent in Preview < 1 minute | - Agent waiting for call < 1 minute | - Agent in call < 1 minute | - Agent in dispo < 1 minute | - Agent Paused < 1 minute | - Agent in dead < 1 minute | ||||||
| - Agent in Preview > 1 minute | - Agent waiting for call > 1 minute | - Agent in call > 1 minute | - Agent in dispo > 1 minute | - Agent Paused > 1 minute | - Agent in dead > 1 minute | ||||||
| - Agent in Preview > 5 minute | - Agent waiting for call > 5 minutes | - Agent in call > 5 minutes | - Agent in dispo > 5 minutes | - Agent Paused > 5 minutes | - Agent in dead > 5 minutes | ||||||