Live monitoring

Live monitoring shows current contact center operations. It requires the module enabled plus reports and contact center permissions.

What to review

Indicator	Purpose
Waiting	Find calls awaiting service
Ringing	See connection attempts to agents
Connected	Identify active calls
Longest wait	Prioritize the longest delay

Visual wait alerts use 30 seconds for warning and 60 seconds for critical. These are separate from a queue’s maximum waiting time.

If connection fails, check the softphone and whether the call is still active. A call can end between selection and connection.

Whisper and barge options are marked as coming soon. Listening is available. Use Queue activity for historical periods.

Does the 60-second warning end the call?

No. It is a visual threshold. Maximum wait and fallback depend on the queue.

Can I speak only to the advisor?

Whisper is marked as coming soon. The available function is listening.

Why did a call disappear?

The view shows current activity. Find completed calls in Queue activity or the call log.