Realtime Modules

Learn about the modules available on the Realtime page that allow you to monitor agents' real-time activities, view call center statistics, and access key actions and metrics through customizable grid or table layouts.

This article provides a detailed description of the Realtime page modules. The placement of modules is determined by the layout you select.

Agents

The Agents' module displays real-time details for all agents you are allowed to view according to your permissions and whose states are included in the selected state filters.

Click the icons on the right to switch between the grid and table views.

Screenshot with the icons for switching between grid and table — Icons for switching between grid and table

Agents

The grid view displays the real-time information about each call center agent in separate cubes.

The agent cubes contain the following information:

Agent state.
Agent extension and name.
Agent Caller ID.
Destination country and number.
Agent state duration.
The three-dots menu in the top-right corner of the cube.
Click the menu for additional actions, such as whispering.

Actions in the agent cube

Agents' Table

The table view displays the real-time data about each call center agent in table rows.

The columns in the agents' table are as follows:

Column	Description
Agent	Agent’s state and name
Ext	Agent's extension
Type	Agent's calling mode
Duration	Shows the duration of the current action
Destination	Call destination (lead's country indicator and phone number)
Extra info	Additional information about the call
Avg. Idle	The average time the agent spends between calls. The first number is the average waiting time between calls, and the second number is the average time spent on filling out the feedback page.
Lead Status	The last status of the lead
Actions	Contains buttons and a three-dots menu for performing actions with the agent

Actions

Whisper - click to connect to the agent’s call, listen to it, and interact with the agent or the lead after pressing the relevant number:
- 2 to speak with the agent
- 1 to speak with the lead
- 3 to engage in a three-way conversation
- 0 to release

Real-time Monitoring Visibility

The Real-time Page provides live visibility into active sessions by displaying the names of managers currently whispering to an agent.

Please note that the names shown depend on the user's permissions (e.g., Desk or Skill-based); you will only see managers' whispering activity within your authorized scope.

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Whisper Feature Guidelines

Concurrency Limit: A maximum of two managers can whisper to the same extension simultaneously. A third attempt will trigger an automated message: "Sorry, you have reached the limit of concurrent whispering managers for the requested extension."

Regional Restriction: Whisper is supported only when both the manager and agent are within the same call center region.

Audio Performance: When multiple managers are whispering, minor latency or choppy audio may occur. To limit this impact, sessions are capped at 2 concurrent managers.

Quality Dependency: The manager’s audio experience depends on the agent and lead call quality. Any connection issues on their side will affect the manager as well.

Access Methods: While managers without web access can use *15 for Cloud PBX instances, it is highly recommended to whisper via the Realtime Page directly for the best experience.

General Info

The upper section of this module shows the total number of available, dialing, on-call, or on-break agents in the call center. The lower section shows the total number of incoming and outgoing calls.

Activity by Desks

In this module, you can view the following summary statistics about groups:

the number of online, in call, on break and dialing agents in each desk
the total number of calls for the current day
the Answer Seizure Ratio - ASR for the current day
the total number of effective calls for the current day

Screenshot with the Activity by Desks section — **Activity by Desks** section

Inbound Calls

This module displays the total number of waiting calls, the average waiting time, and the waiting time of the current calls by queue.

External Ongoing Calls

This module displays the total number of active external outgoing calls and their average duration. Below, you can see detailed data by destination.

Screenshot with the External Outgoing Calls section — **External Outgoing Calls** section

Updated 14 days ago