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Agent Monitoring

Monitor your team's status, availability, and active calls in real-time. Agent monitoring is available to users with agent admin permissions.

note

Agent monitoring features require agent admin permissions. If you don't see these options, contact your administrator.

Accessing Agent Monitoring​

Tap Agent Status in the navigation drawer to view the agent monitoring screen.

Agent Status Overview​

View all agents and their current status:

Status Indicators​

  • Available - Agent is ready to receive calls
  • On Call - Agent is currently on a call
  • Busy - Agent is unavailable
  • Offline - Agent is not logged in

Agent List​

The agent list displays:

  • Agent name
  • Current status
  • Time in current status
  • Queue assignments
  • Active call information (if on a call)

Real-Time Updates​

Agent status updates in real-time:

  • Status changes appear immediately
  • Call activity is tracked live
  • Queue statistics update automatically

Active Call Monitoring​

For agents currently on calls, view:

  • Call duration
  • Caller information
  • Call direction (inbound/outbound)
  • Queue the call came from

Supervisor Actions​

Supervisors can perform actions on active calls:

Listen​

  • Silently listen to an ongoing call
  • Agent and caller are unaware
  • Useful for quality assurance and training

Barge​

  • Join an active call
  • All parties can hear you
  • Use for escalations or assistance

Pickup​

  • Take over a call from an agent
  • Transfer the call to yourself
  • Agent is disconnected from the call

Queue Statistics​

View queue performance:

  • Calls waiting
  • Average wait time
  • Agents available per queue
  • Calls handled today

Filtering Agents​

Filter the agent view by:

  • Status - Show only available, on-call, or offline agents
  • Queue - Filter by queue assignment
  • Team - Filter by team or department

Agent Performance​

Quick performance indicators:

  • Calls handled today
  • Average call duration
  • Availability percentage

Best Practices​

  • Monitor agent availability during peak hours
  • Use listen feature for training and quality assurance
  • Respond quickly to long queue wait times
  • Check offline agents to ensure coverage
  • Use barge sparingly and only when necessary