Realtime Customization
Customize the Realtime page for monitoring your call center activities. Learn to apply and clear filters, define settings like layout, alerts, and agent states, and switch to TV mode for a full-screen view.
Video Tutorial
The Realtime Stats page provides flexible customization options for creating an online preview of your call center calls and activities according to your needs. You can find the following controls in the top right:
Customization controls
- Apply filters
- Clear filters
- Defining settings, including the Realtime page layout, alerts, and states
- Switch to TV Mode
1. Applying filters
Click the filter button and select the required desks, skill groups, and agent states to display the associated data on the Realtime Stats page.
Realtime filters
2. Clearing filters
After you set the filters, panels with filter data appear on the left. You can hover over the panels for details.
Filter settings
Click the clear buttons to reset.
3. Defining settings
Click the settings icon to customize the layout, set alerts, and select the states that will appear in the agents list.
Layout
To choose a layout for your Realtime desktop screen:
-
In the Realtime Layout Type drop-down list, select whether your agents are doing manual calls, predictive calls, or a mix of both.
-
Apply one of the suggested layouts, which is the most optimal for your needs.
Click Show Full Screen to view an enlarged version of the screen.
Layout tab
-
Click the Save Changes button in the top right.
Alerts
Here, all users can set their alerts for the agent list, general info, groups, and incoming calls.
To set alerts:
-
Switch to the Alerts tab.
-
A page with several alert panels will open to configure settings for the relevant modules. Agent List Alerts will be expanded by default. You can collapse it and proceed to other panels as needed.
Alerts tab
-
Enter an alert name.
-
Select priority:
- Sorted - enables setting priorities for showing some agents at the top of the list on the Realtime page
- Unsorted - the agents will appear at the bottom of the list
- Hidden - select it if you wish to exclude some agents from the page (for example, offline agents).
-
Select the sort level. The smaller the number, the higher the line will appear in the list.
-
Select color.
-
Select a field, condition, and value. For example, you can create an alert for agents in a call as follows:
Alert settings
-
Click Add New Alert to define another condition in the alert. You can, for example, set the state duration.
-
Preview the alert on the right.
-
Click the Save Changes button in the top right.
States
On the States tab, you can:
-
Turn on the agent states for the agents' module and States filter
-
Choose colors for icon states to distinguish them in the Agents module
-
Drag and drop the lines to reorganize the states' order for the agents' list.
States tab
The following agent states may appear in the States tab and throughout the Realtime page:
| State | Description |
|---|---|
| New | Agent just logged in to the dialer engine but hasn't confirmed their phone yet. |
| Extension Confirmation | Agent's phone is ringing the "Press 1 to confirm extension" prompt. Waiting for them to answer. If stuck here, the agent isn't picking up their softphone. |
| Waiting for a Call | Agent is ready and idle: clocked in, phone confirmed, no call in progress. The productive "available" state. |
| Dialing Permanent (pre-call) | Permanent-mode pre-call beep: the dialer is asking the agent "are you available?" right before connecting a lead. Resolves into a dialing state once acknowledged. |
| Dialing Direct | A specific lead has been targeted for this agent (manager-assigned/direct dial) and the system is placing the call now. |
| Dialing Permanent | Permanent-dial campaign mode: system is placing a call for this agent (agent stays connected, leads cycle). |
| Dialing Ratio 1 | Progressive campaign at ratio 1:1 - one call is being placed for this agent. |
| Dialing Immediate Lead | A high-priority "immediate" lead just got pushed to this agent and is being dialed right now. |
| In a Call | Agent is on a live, connected call with a lead. |
| Progressive Call | Agent is on a manual/Web-RTC outbound call they placed themselves (not a campaign auto-dial). |
| Incoming Call | Agent is on an inbound call where the caller isn't matched to a lead. |
| Incoming Call with Lead | Agent is on an inbound call where the caller was matched to an existing lead. |
| Redialing | Agent triggered a redial from the feedback screen and the system is placing the second-attempt call. |
| In Feedback | Call just ended: agent is on the wrap-up/disposition screen. Counts as wrap time, not talk time. |
| Paused | Agent has been paused: by a manager, by themselves, or auto-paused (e.g. insufficient balance). Won't receive calls until un-paused. |
| Predicting Stopping | Agent has been told to clock out/leave dialing but is finishing a current call or feedback. They'll be removed once done. |
| Predicting Stopped | Removal finished: agent is fully detached from dialing (typically right before they disappear from the list). |
| Custom State (e.g. Online, Lunch, Break) | Agent is clocked out of dialing or sitting in a custom non-dialing status they (or a manager) selected. Configured per tenant under Users > Users Management > Users Breaks or Desk's Breaks. These agents don't receive auto-dialed calls. |
4. Switching to TV mode
TV Mode is a presentation/display mode designed for showing the Realtime Stats dashboard on a large screen like a wall-mounted monitor or TV in a call center. You activate it by clicking the blue TV Mode button in the top-right of the Realtime Stats page.
TV Mode button
After you click it, you enter the full-screen mode. In this view, you can select a different Agent grid size.
Exit TV Mode button
Click Exit TV Mode to return to the default view.