This is the dashboard where you can see all your incoming and outgoing calls in live.
Live Calls dashboard helps you analyze, track, and report on the organization's incoming/outgoing calls in real-time with the help of interactive supervision tools- Spy, Whisper and Barge. This live dashboard is automatically updated and provides the admin/supervisor with instant access to critical data and insights.
The dashboard contains the following columns: member name, call from, call to, direction, duration and Supervisor actions.
- Listen: Supervisor can listen to a live call while neither agent nor the customer can know.
- Coach: Supervisor can engage with agent only.
- Join: Engage with both agent and customer.
- Auto-Answer: If enabled, any incoming call will be auto answered by next available connected agent.
- Perform using: You can use any of the Supervisor actions using WebPhone or normal phone (Hardphone or Softphone)
Have any questions? You can always contact our Support Team at [email protected].