# Live monitoring

#### What does the Live Monitoring Dashboard show? <a href="#docs-internal-guid-e766dde4-7fff-e83d-2f46-32bceac5e53d" id="docs-internal-guid-e766dde4-7fff-e83d-2f46-32bceac5e53d"></a>

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.<br>

<figure><img src="/files/5a676358f97a6c8c3fee07089c2058d30f8535c1" alt=""><figcaption></figcaption></figure>

**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.

<figure><img src="/files/ba06be07cdfbce315f5ec963685ab4ccd853eedd" alt=""><figcaption></figcaption></figure>

Available columns:

| Column                | Content                                                                                                     |
| --------------------- | ----------------------------------------------------------------------------------------------------------- |
| 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?**

| Status                    | Meaning                                              |
| ------------------------- | ---------------------------------------------------- |
| 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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