Live monitoring
The Live Monitoring dashboard shows the current utilization of the contact center channel in real time.
What does the Live Monitoring Dashboard show?
Live Monitoring shows the current utilization of the Contact Center channel in real time.
You can access Live Monitoring by navigating as an admin in the sipgate account to Contact Center ➔ Live Monitoring.
Current utilization The dashboard for current utilization is divided into three areas:
Service level metrics: Current values for the running day (based on configured service times): waiting calls, avg. waiting time, avg. answer time, team AHT, reachability rate, etc.
Metrics with defined target values are displayed in color:
Green: target value is met
Red: target value is under- or exceeded
Call volume: breakdown of today’s calls: incoming, answered, outgoing, and missed — with a detailed view of hang-up reasons.
Agent overview: real-time status of all agents as well as a detailed performance table with daily values per agent (logged-in time, number of calls, avg. call duration, etc.).
Performance
The tab Performance in Live Monitoring shows a detailed daily overview at the individual agent level — as a combination of the current real-time status and summarized metrics for the current day. To do this, switch to the Performance tab in Live Monitoring.
Available columns:
Agent
Agent name
Current status
Real-time status (Available, In call, In after-call work, Away active, Do not disturb, Offline, Logged out)
In status since (min)
Duration in the current status in minutes
Logged in since (CET)
Time of the last login to the channel
Logged-in time (hrs)
Aggregated time the agent was logged into the channel today
Answered
Number of incoming calls answered today
Avg. incoming
Average call duration of incoming calls
Outgoing
Number of outgoing calls made today
Avg. outgoing calls
Average call duration of outgoing calls
Away active (min)
Time the agent was active in other channels today
What is this view used for?
The Performance view allows team leads to track the utilization of individual agents throughout the day — without having to switch to historical analysis. At a glance, you can see who was logged in for how long, how many calls were handled, and who is currently active outside the channel.
Note: All metrics in the Performance view refer to the current day starting from each agent’s first login. The view updates in real time.
What do the agent statuses mean?
Available
Agent is logged in and ready for calls
Ringing
Agent is being called by an incoming call
In call
Agent is on an active call
In after-call work
Agent is in the after-call work period
Active in another channel
Agent is busy in another channel
Do not disturb
Global status — agent is unreachable on all channels
Offline
Agent is logged in, device is not connected
Logged out
Agent is logged out of the channel
Note: The “Do not disturb” status applies globally to all of the agent’s channels at the same time.
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