Dashboard and live data

Dashboard

The Dashboard page opens at /app/accounts/{account_id}/call-center. Administrators and agents can open it. An administrator sees the calls of the whole account. An agent sees only their own calls.

The dashboard counts inbound and outbound calls. It does not count calls between 2 extensions.

The dashboard with the metric cards, the call outcomes, the calls by queue, the top agents, and the call volume.

Set the period

Click the date range button at the top of the page. Choose Today, Last 7 days, or Last 30 days. You can also pick a custom range in the calendar. The default is Last 7 days, which includes today.

A custom range can cover up to 366 calendar days. Click the refresh button to load the figures again.

Each card shows the change from the previous period of equal length. A count changes in percent. A rate changes in percentage points, shown as pp.

The system keeps the figures for a short time before it computes them again. Two people who open the dashboard in the same short window see the same figures. The newest calls can be absent until the next refresh.

Metric cards

Card	What it shows
Total Calls	The number of unique inbound and outbound calls in the period.
Inbound Calls	The number of calls that the account received.
Outbound Calls	The number of calls that the account placed.
Handled Calls	The number of calls with the outcome `answered`.
Missed Calls	The number of calls with any other outcome.
Answer Rate	The share of calls that agents answered.
Avg Talk Time	The average talk time of answered calls.
Avg Call Duration	The average time from the start of a call to its end.
Queued Calls	2 numbers, `X/Y`. `X` is the number of calls that entered a queue. `Y` is the number of those calls that an agent answered. Administrators only.
Queue Handle Rate	The share of queue calls that an agent answered. Administrators only.

Charts

Chart	What it shows
Call Outcomes	The split of calls into Handled, Abandoned, and Other missed.
Calls by Queue	The 6 busiest queues, with their handled and abandoned calls. Administrators only.
Top Agents	Up to 6 agents with the most handled queue calls. Each agent has Handled calls and Average handle time. Administrators only.
Call Volume	The number of calls over time, split into inbound, outbound, handled, abandoned, and other missed calls.

The Call Volume chart groups calls by hour for a period of 1 day. It groups them by day for up to 31 days. It groups them by week for up to 92 days. For a longer period, it groups them by month.

Live data

The Live Monitoring page opens at /app/accounts/{account_id}/call-center/live-data. Only administrators can open it. The page updates when a call, a queue, or an agent changes. You do not need to reload it.

The live board with 4 counters, the agent status chart, and the tables of live calls and queues.

A chip at the top right shows the state of the connection: Live, Connecting…, Reconnecting…, Not connected, or Blocked. When the connection is down, the tables become dim because their figures can be old.

If the page shows Live data is not available, click Retry. If the page shows Live data is blocked, the call center service refused the address of the dashboard. Ask Hams support to let the dashboard connect to the service.

The 4 counters show the totals now:

Calls Waiting counts the callers in all queues.
Ongoing Calls counts the calls that have not ended.
Available Agents counts the agents who can take a call.
Busy Agents counts the agents who cannot take a call. The count includes agents in wrap-up.

The Agent Status Overview chart splits all agents into Available, Busy, Wrap-up, Break, and Offline.

Live Calls

The Live Calls table lists every call in progress. The columns are From, To, Direction, Queue, Agent, Status, Time in status, and Duration.

The Status column follows the call from step to step:

Status	Meaning
In IVR	The call is in the IVR of the call flow.
In queue	The caller waits in a queue.
Ringing agent	The phone of an agent rings.
Ringing external number	The call rings a number outside the call center.
Talking	The caller and the agent talk.
On hold	The call is on hold.
Transferring	The call moves to a new destination. The status shows the destination.
Leaving a voicemail	The caller records a voicemail message.
With AI agent	A voice agent talks to the caller.

Some calls have no step. For these calls, the status shows the state of the call: Connecting, Ringing, or In progress.

Time in status is the time that the call spent in the current step. Duration is the time since the call started. An ended call stays in the table for a few seconds. Its status shows how it ended: Answered, No answer, Busy, Failed, Abandoned, or Ended.

For an outbound call, the Agent column shows the extension that placed the call. This is true when an agent dialed the call on their phone. It is also true when the system placed the call through the API.

Live transcript

Hams support turns on the live transcript for your account. It is a pilot feature. Only administrators can see it, because only administrators can open the live board.

Click a row in the Live Calls table to open the Live transcript panel for that call. Click the same row again to close it. You can also click Close transcript or press Esc.

The panel header shows the number of the caller and the agent, for example 0501234567 → Sara. Lines of the caller are on one side, and lines of the agent are on the other side. The panel names the speaker (Caller or Agent) when the speaker changes. A line in italics is not final. The words can change until the line is final.

The transcript starts when the caller and the agent talk. The panel shows Waiting for the call to connect. until the call connects. Then it shows Waiting for the first words. The first words appear a moment after someone speaks them. Each line is in the language that the speaker used.

A row in Live Calls shows an audio icon next to the status when the call has a transcript. Point at the icon to see Transcript available.

These rules apply:

The transcript covers a call between a caller and an agent.
Hams limits the number of calls that it transcribes at the same time. A call that Hams does not transcribe has no icon, and its panel stays empty.
Transcription of one call stops after 15 minutes.
The panel follows the newest line. If you scroll up to read an older line, the panel stays where you are.
Drag the header to move the panel. Drag the lower corner to change its size. The browser remembers the position and the size.
When the call leaves the table, the panel closes and the transcript goes. The live board does not keep it.

Queues

The Queues table has one row for each queue. The columns are Queue, Extension, Waiting, Longest wait, Talking, Agents, Available, On call, Paused, Answered today, Abandoned today, and SLA today.

SLA today uses the same rules as the queue reports. Point at the value to see the target, for example Answered within 20s. See Reports.

Click a row to open a queue. The Waiting list shows the callers who hold. The Members list shows the agents of the queue, with their status. The label Paused marks an agent who takes no calls from this queue.

Agent Status

The Agent Status table lists every agent who has an extension. The columns are Agent, Extension, Status, For, Queue, and Note.

Status	Meaning
Available	The agent can take a call.
Ringing	A call rings on the phone of the agent.
On call	The agent is on a call.
Wrap-up	The call ended, and the agent has wrap-up time.
On break	The agent set their own status to On break, or to a custom status.
Offline	The agent set their own status to offline, or their phone has no registration.

The For column shows how long the agent is in the current status. The time counts up. In Wrap-up, the time counts down to the end of the wrap-up time. The Queue column shows the queue that the agent works for while the agent rings, talks, or wraps up. The Note column shows the text of a custom status.

If the phone of an agent has no registration, the table shows Offline immediately. This is true for any status that the agent chose.

Use the tabs All, Available, Busy, Break, and Offline to filter the table. The Busy tab has the agents in Ringing, On call, and Wrap-up. The Break tab has the agents in On break.

Supervisor actions

An administrator can act on the calls and the agents that the board shows. The system records the name of the administrator and the time of each action. It records the action before it runs the action.

The administrator can do these actions:

Action	Where	What it does
Listen	Live Calls	Rings your own extension and joins you to the call. Nobody hears you.
Whisper	Live Calls	Joins you to the call. The agent hears you. The caller does not hear you.
Barge in	Live Calls	Joins you to the call. Both parties hear you.
Hang up	Live Calls	Ends the call for both parties.
Pause and Resume	Queues, Members	Stops or restarts the offer of queue calls to one agent in that queue.

Listen, whisper, and barge in always join the agent side of the call. Click one of the icons. Your extension rings. Answer the call on your phone. You are now on the call.

After you join, you can change the mode with the keys of your phone. Press 4 for listen. Press 5 for whisper. Press 6 for barge in. Your phone shows the call as spy with the name of the agent.

Click Hang up. A dialog asks End this call? Click End call to confirm.