Live Monitor
Monitor active calls in real time with listen, whisper, and barge capabilities.
The Live Monitor gives supervisors a real-time view of all active calls and agent statuses across the contact center. It updates instantly over WebSocket, so you always see the current state without refreshing. Supervisors can listen to calls silently, whisper coaching to agents, or barge into calls when intervention is needed.
Overview
The Live Monitor page shows two main sections:
- Agent Status Panel — Shows all agents with their current state (available, on a call, in wrap-up, offline)
- Active Calls Panel — Shows all calls currently in progress with caller, agent, duration, and queue information
Both panels update in real time as agent states change and calls start, progress, and end.
Agent Statuses
| Status | Description |
|---|---|
| Available | Agent is logged in and ready to receive calls |
| On Call | Agent is currently on an active call |
| Ringing | A call is ringing the agent's extension |
| Wrap-Up | Agent is in the post-call wrap-up window |
| Away | Agent has set themselves as away |
| Offline | Agent is not logged in or has disconnected |
The agent panel shows how long each agent has been in their current state, helping supervisors identify agents who may need attention.
Active Calls
Each active call shows:
| Field | Description |
|---|---|
| Caller | The originating number |
| Agent | The agent handling the call |
| Queue | Which queue delivered the call (if applicable) |
| Direction | Inbound, outbound, or internal |
| Duration | How long the call has been active |
| Status | Ringing, connected, on hold |
Supervision Actions
Supervisors can take three actions on active calls:
Listen (Silent Monitor)
Listen to a live call without the agent or caller knowing. The supervisor hears both sides of the conversation but cannot be heard.
Find the active call
Locate the call in the Active Calls panel.
Click the Listen icon
Click the headphone icon on the call row. Your browser connects to the call's audio stream.
Monitor the call
Listen to both the agent and the caller. Neither party hears you or knows you are monitoring.
Disconnect
Click the stop icon to end your monitoring session. The call continues unaffected.
Whisper (Coach)
Speak to the agent without the caller hearing. This is useful for coaching agents through difficult calls or providing information in real time.
Start from Listen mode
Begin by listening to the call using the steps above.
Switch to Whisper
Click the whisper icon. Your audio is now routed to the agent only.
Coach the agent
Speak normally. The agent hears you through their headset; the caller does not.
Barge (Join)
Join the call as a third party. Both the agent and the caller can hear you. Use this for urgent situations where you need to speak directly to the caller.
Start from Listen or Whisper mode
Begin by monitoring the call.
Click the Barge icon
Click the barge icon. You are now a full participant in the call.
Speak to both parties
Both the agent and the caller can hear you. You can take over the conversation or provide additional information.
Barging into a call is audible to both parties and may be unexpected. Use barge only when necessary. For routine coaching, prefer whisper mode.
Real-Time Connection
The Live Monitor uses a WebSocket connection with automatic reconnect. If your connection drops momentarily, the page reconnects and refreshes the current state automatically. A polling fallback ensures data stays current even if WebSocket is temporarily unavailable.
The Live Monitor shows data scoped to your permissions. Team leaders see their team members only. Administrators and supervisors with full access see all agents and calls for the tenant.
Queue Metrics
When calls are waiting in queues, the monitor displays:
- Number of callers waiting
- Longest wait time
- Available agents in the queue
- Current service level
This helps supervisors make real-time staffing decisions and identify when queues need attention.
Best Practices
- Keep the Live Monitor open on a dedicated screen or browser tab during business hours
- Use listen mode regularly for quality assurance without disrupting agents
- Prefer whisper over barge for coaching — it is less disruptive to the caller
- Pay attention to agents stuck in long calls or extended wrap-up states
- Review queue wait times and re-assign agents from quiet queues to busy ones