Realtime Monitoring

Monitor your agents in real-time on the Realtime page of PBX Stats. Access detailed agent data, customize views with filters and sorting options, and manage calls directly.

On the Realtime page in PBX Stats, you can monitor your agents’ work in real time per desk.

To enter the page, click Realtime in the main menu.

To adjust the view, you can use numerous settings, sorting, and filtering options.

The page presents data on incoming calls per queue and shows detailed real-time data for each agent.

Screenshot of the **Realtime** page

Realtime page

Settings, Sorting and Filtering

In the page header, there are various filtering and sorting options, as well as settings you can use to view the information you need.

Screenshot of the **Realtime** page options

Realtime page options

  • Stats Control: shows the timeframe set for the statistics. To change the timeframe, click Stats Control and select the necessary value, then click Update

    Screenshot of the **Stats Control** section

    Stats Control section

  • Panel Size: move the toggle right and left to change the real-time panel size, which allows you to see either more agents on the screen in smaller boxes or fewer agents in larger boxes.

  • Toggle full screen: click to see the agent cards fullscreen.

  • Select Desk: select one or more desks in the drop-down list to filter the displayed results.

    Screenshot of the **Select Desks** options

    Select Desks options

  • Select Status: select one or more statuses in the drop-down list to filter the displayed results.

    Screenshot of the **Select Status** options

    Select Status options

  • Click the gear icon to sort the results by agent status. Drag the lines along and set the required priority for calls on the page. Then click Update.

    Screenshot of the gear icon

    Gear icon

Screenshot of the **Sortable Actions** list

Sortable Actions list

  • Apply more sorting criteria. Additionally, you can place the results in ascending or descending order.

    Screenshot of the sorting criteria list

    Sorting criteria list

    Screenshot of the ascending or descending order sorting

    Ascending or descending order sorting

Queues

Under the header, information on queues is located. These statistics are related to incoming calls only.

In the Queues Waiting Calls section, the currently waiting calls are displayed.

Screenshot of the **Queues Waiting Calls** section

Queues Waiting Calls section

In the Queues section, the statistics for each queue are shown.

Screenshot of the **Queues** section

Queues section

Realtime Data per Agent

In the boxes below, you can see real-time information per agent.

Screenshot of the Realtime information per agent

Realtime information per agent

Screenshot of the Realtime information per agent

Realtime information per agent

  1. Call status
  2. If the agent sets DND status in their PBX, it will appear here
  3. The agent’s name and extension number
  4. The destination phone number (for outgoing calls)
  5. Actions (Please see the topic below)
  6. The total pause time for the agent
  7. The duration of the current state
  8. The caller ID (the DID number displayed to the destination party of the outgoing calls)
  9. Indicator of the agent's Internet connection. If you hover over the indicator, you can see the last latency. Administrator users can change the sensitivity of the network checker by modifying the lagged_time parameter in Configuration > Admin Page.
    a. good connection
    b. bad connection
  10. The caller’s phone number (for incoming calls)
  11. The number of incoming and answered calls within the selected timeframe.

Actions

When you click Actions on the agent's card, the following options become available:

Screenshot of the collapsed menu icon

Collapsed menu icon

Screenshot of the actions selection

Actions selection

  • Whisper - allows interaction with the agent and the customer: listen to the call and speak to the agent or both parties. For more information, please refer to this article‍‍.

  • Statistics - redirects you to the Stats by Agent‍ report for the current agent.

    Screenshot of the Stats by agent redirection confirmation dialog

    Stats by agent redirection confirmation dialog

  • Hang Up - completes the agent's call immediately.

  • Logout - allows you to force the agent’s logout after they complete the current call.