Go to Menu / Channels/ Voice / Call Realtime to monitor the call center activity in real-time.

Here, you can see:

• The number of incoming calls waiting in the queue.

• The number of calls currently being handled by agents.

• Which agent is talking to which customer.

• Which agent is making an outgoing call and the call duration.

(1) List of phone numbers waiting to be answered

(2) Queue/Branch/Line status: Displays how agents in a specific queue are handling calls.

Status colors:

• Green name + green phone number → The agent is on a call with an incoming customer.
• Green name + blue phone number → The agent is making an outgoing call and is currently talking to the customer.
• Blue name + green phone number → The phone number is ringing, and the agent has not answered yet.
• Blue name + blue phone number → The agent is making an outgoing call, but the customer has not picked up.

Other statuses:

• Ready → The agent is available to take calls.
• Logged out → The agent is offline and cannot receive incoming calls.