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How to track your daily call activity

  • Updated

Real-time activity monitoring allows you to supervise your live phone operations and support performance as it happens. In this guide, you’ll learn how to track agent statuses, manage active IVR calls with supervisor tools, and monitor live wait queues.

Monitor team operations and live calls in real time

1. Customize real-time performance thresholds

Set up visual color alerts on your performance metrics to spot service issues instantly.

Check out our guide for more details : 🔗 How to check real-time activity performance indicators
  1. Go to your Activity's page.
     
  2. Locate your primary performance indicators such as : Service Level, Average Wait Time, Average Abandon Time, Max Wait Time, ACD IN, ACD OUT.
     
  3. Set custom thresholds to define when color indicators should change (such as highlighting spikes or SLA drops).

Setting up color thresholds allows you to instantly spot queues that are hitting critical wait times without reading individual numbers. 

 

2. Track active user statuses

Monitor what your team members are doing in real time to manage availability and handle incoming call flows.

 

Review each agent's current live state:

  • Free: Available to take incoming calls.
  • In-call: Currently talking on an active line.
  • Snooze: Temporarily paused or on a break.
  • Off: Logged out or offline. 

3. Monitor active IVR calls and use supervisor tools

Supervise live interactions routing through your switchboards and support agents during difficult calls.

  1. Identify who is currently in a call on each active branch.
  2. Select your desired supervisor actions:
    • Listen : Join the line silently to monitor the interaction.
    • Whisper: Guide your agent during a call without the caller hearing you (using the coaching feature).
    • End Call: Intervene and hang up the line directly if necessary.
Check out our guides for more details : 🔗 How to use the Radio Coach feature  & 🔗How to join a call in real-time

4. Track agent direct lines and wait queues

Track individual agent call volumes and keep wait times low by monitoring queue lengths.

  1. Go to the Direct Lines section.
  2. Review active incoming and outgoing calls per line.
  3. Check the number of calls currently waiting in each queue.

5. Track live video meetings

See which team members are currently collaborating in virtual meetings.

  1. Scroll to the Video Meetings panel.
  2. View which agents are currently active in a video call.

🎉 You now know how to monitor real-time team activity and can actively manage queues and coach agents to maintain high customer satisfaction levels!