Live Agent Report

Updated: January 15, 2025

The Live Agent Report displays agent activity in real-time. It provides live stats from web phone statuses, agent statuses, calls, SMS, emails, calendar events, etc. It also provides call monitoring capabilities for the manager to listen, whisper, and barge in to. 

Go to: Reports > Live Agent Monitoring

Statistic Titles Section

The top portion of the page displays stat tiles. This provides a general quick view when first entering the page.



These tiles can be edited by clicking on Edit Stats.



From here, you can enable or disable the tiles that are to be visible by checking the boxes on the right. Click on the 6-dotted icon (left side of the row) to slide the rows up or down in order to arrange and position tiles as desired.




Click Save to finish.

Auto Refresh

Click the "Auto Refresh" drop down menu to select an amount of time this page is to have the stats refreshed. The default is 15 seconds. If you exit and re-enter the page, it defaults back to 15 seconds.



Main Report Section

The main reporting section displays real-time stats with greater detail. For example, if an agent is on a campaign call, the colored bar highlighting the user changes color or if the agent is set to "Not Available", it displays different color.

As mentioned, this report displays stats for calls, call dispositions, agent statuses, web phone statuses and registrations, SMS, emails, calendar events, campaigns currently in, etc. Scroll horizontally to view the columns displayed on the table.

 

The "Search" bar can be used to search users by name.

There are six drop down menus that allow managers to sort the table's view. For example, by selecting a campaign from the "Campaign" drop down displays users currently within that campaign. You can select "Registered" or "Not Registered" from the "Web Phone Status" drop down menu to see which users have their webphone registered, etc.

Click Edit Table to organize and arrange the table columns.



 

The "Lock Columns" feature, when enabled, locks the selected column(s) in place when scrolling horizontally. To change the locked column, disable "Lock Column" and slide another row into position and re-enable the feature to lock it in. Click on the six-dotted icon (left side of the row) to arrange and position columns as desired.

Click the X (right side of the row) to remove any columns.

Click the "Columns" drop down menu to select columns to add to the report by selecting its check box and then click + Add Columns.




Click Save to finish.

Click the icon below (next to the "Edit Table" icon) to view this report in full screen.



Under the "Controls" column (right side of the header row), click on Monitor User to listen in on the agent's conversation.



 

When you click on "Monitor User" you have the option to "Spy," "Whisper," and "Barge In."

• Spy - Allows the manager to simply listen without an indication to the agent or the contact.
• Whisper - Allows the manager to listen and speak only with the agent without an indication to the contact.
• Barge In - Allows the manager to fully step into the conversation and converse with both the agent and the contact.
  
   

 

Note: A USB wired headset is required to properly use certain monitoring features such as Barge (and in some cases overall monitoring audio). Using a non-wired or unsupported audio device (e.g., Bluetooth) may impact functionality or cause inconsistent behavior.

Status Color Bar Section

The last section displays a color chart representing the status duration an agent is in. This helps managers, especially with large teams, quickly glance over agent activity at any given moment.



Click Customize to edit the chart.



This window allows you to select different colors. By selecting the text, the text itself can be one color, and selecting the area around the text can be another color.



 

Conclusion

With its real-time aspect, along with the report type and design, the Live Agent Report is helpful in managing teams of any size. It allows managers to see how agents are doing during the day, while providing the ability to listen in on calls for compliance and/or training purposes.

For any questions regarding this page, please contact support.