> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/contact-center/en/live-monitoring.md).
# Live monitoring
#### 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 current day (based on configured service times): waiting calls, avg. waiting time, avg. answer time, team AHT, reachability rate, etc.
Metrics with stored target values are displayed color-coded:
* 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 level of individual agents — as a combination of current real-time status and aggregated metrics for the current day. To do this, switch to the Performance tab in Live Monitoring.
Available columns:
| Column | Content |
| -------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------- |
| Agent | Agent name |
| Current status | Real-time status (Available, In conversation, In after-call work, Active outside the channel, 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 during which 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 |
| Active outside the channel (min) | Time the agent was active in other channels today |
**What is this view used for?**
The performance view enables team leads to track the utilization of individual agents over the course of the day — without having to switch to historical analysis. At a glance, it is clear 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?**
| Status | Meaning |
| ------------------------- | ---------------------------------------------------- |
| Available | Agent is logged in and ready to take calls |
| Ringing | Agent is being called by an incoming call |
| In conversation | Agent is in an active conversation |
| 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 status “Do not disturb” applies globally to all of the agent's channels at the same time.
In addition, there is a cross-channel view. This allows admins to get an overview of the utilization of all channels. There they see the KPIs for:
* Reachability rate
* Answered in under 20 s
* Waiting calls
* Avg. waiting time (min)
* Logged-in agents (number + status they are in)
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:
```
GET https://help.sipgate.de/contact-center/en/live-monitoring.md?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.