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 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)