Supervising

Dashboard and live data

Dashboard

/call-center is the landing page.

The dashboard over the last seven days: metric cards, call outcomes by queue, the outcome donut and the call-volume curve.
The dashboard over the last seven days: metric cards, call outcomes by queue, the outcome donut and the call-volume curve.
CardWhat it shows
Metric cards
Call timelineCall volume over the selected period
OutcomesHow calls ended, as a share of the total
Queue calls
Top agents
Agent statusThe split of agents across statuses right now

Live data

/call-center/live-data streams over a websocket and updates as calls move. Administrators only.

The live wallboard. Calls in progress land in Live Calls; the queue table below carries today's answered, abandoned and SLA figures.
The live wallboard. Calls in progress land in Live Calls; the queue table below carries today's answered, abandoned and SLA figures.
  • Live calls shows calls in progress.
  • Live queues shows waiting callers per queue.
  • Live agents shows who is on a call, idle or unavailable.

Live transcript

Open a call’s transcript in a floating panel to read what is being said as it happens. The panel can be dragged and resized, so it can sit alongside the wallboard.

Screenshot placeholder
Screenshot to add: the live transcript panel open over the wallboard during a call.

Knowledge Bank

Alongside the transcript, Knowledge Bank searches your knowledge base so an answer is at hand mid-call.