> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contactship.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Live monitoring

> Monitor waiting, ringing and connected calls. Review delays and listen through the softphone.

export const Availability = ({lang = 'es', plan, addon, permission, route, status}) => {
  const L = lang === 'en' ? {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permission',
    route: 'Where',
    status: 'Status',
    addonNote: 'enabled on request',
    allPlans: 'All plans',
    beta: 'Beta',
    nuevo: 'New',
    soon: 'Coming soon'
  } : {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permiso',
    route: 'Dónde',
    status: 'Estado',
    addonNote: 'se activa a pedido',
    allPlans: 'Todos los planes',
    beta: 'Beta',
    nuevo: 'Nuevo',
    soon: 'Próximamente'
  };
  const items = [];
  if (plan) items.push([L.plan, plan]);
  if (addon) items.push([L.addon, `${addon} · ${L.addonNote}`]);
  if (permission) items.push([L.permission, permission]);
  if (route) items.push([L.route, route]);
  if (status) items.push([L.status, L[status] || status]);
  return <div style={{
    display: 'flex',
    flexWrap: 'wrap',
    gap: '6px 22px',
    padding: '12px 16px',
    margin: '4px 0 24px',
    border: '1px solid rgba(2, 82, 255, 0.28)',
    borderLeft: '3px solid #0252ff',
    borderRadius: '8px',
    background: 'rgba(2, 82, 255, 0.05)',
    fontSize: '13.5px',
    lineHeight: '1.5'
  }}>
      {items.map(([k, v]) => <div key={k} style={{
    display: 'flex',
    gap: '6px',
    alignItems: 'baseline'
  }}>
          <span style={{
    fontSize: '10.5px',
    fontWeight: 600,
    letterSpacing: '0.07em',
    textTransform: 'uppercase',
    opacity: 0.65
  }}>{k}</span>
          <span style={{
    fontWeight: 500
  }}>{v}</span>
        </div>)}
    </div>;
};

<Availability lang="en" route="Live monitoring" permission="reports.read; contact_center.read" addon="Contact center" />

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.

## Listen to a call

1. Find an active call in the table.
2. Choose **Listen**.
3. Answer the supervision connection in your softphone and check listening status.
4. End listening when finished.

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

## Not yet available

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

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does the 60-second warning end the call?">
    No. It is a visual threshold. Maximum wait and fallback depend on the queue.
  </Accordion>

  <Accordion title="Can I speak only to the advisor?">
    Whisper is marked as coming soon. The available function is listening.
  </Accordion>

  <Accordion title="Why did a call disappear?">
    The view shows current activity. Find completed calls in Queue activity or the call log.
  </Accordion>
</AccordionGroup>

## See also

* [Queue activity](/en/contact-center/queue-activity)
* [Softphone](/en/contact-center/softphone)