> This page is for Cloud Call Center. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.hams.ai/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.hams.ai/_mcp/server. # Dashboard and live data > Read call metrics on the dashboard, and watch calls, queues, and agents on the live board. ## 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.](/_fern-img/8836827a06a7808c0d0ae5cf47c526b9d90103970249768c5e2f50095478c924.webp) ### 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.](/_fern-img/a7831fc189ff2ffb5d30b31dd49e26b1712dd95fb928b612730bd2a6c5432f15.webp) 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](/cloud-call-center/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. These rules apply: * You need an active extension of your own. If you have none, the system refuses the action and says so. * The icons for listen, whisper, and barge in work only when the call has the status **Talking** or **On hold**. A call in the IVR or in the queue has no agent to join. * You can monitor one call at a time. * The system limits the number of actions for each administrator in each minute. If you pass the limit, the system refuses the action and does not record it. * The pause of an agent is live state. The system does not store it. A restart of the call server removes it. > **Warning** > > Get the legal advice for your country before you listen to a live call. In many countries, a supervisor who listens to a call needs notice, consent, or both. The platform records who listened to which call. It does not play an announcement and it does not enforce a policy. ## Related * [Call history and recordings](/cloud-call-center/call-history) * [Reports](/cloud-call-center/reports) * [Queues](/cloud-call-center/settings/queues) * [Extensions](/cloud-call-center/settings/extensions) * [Agent console](/cloud-call-center/agent-console) * [Campaigns](/cloud-call-center/campaigns)