--- title: "Call Center Monitoring overview" slug: "call-center-monitoring-overview" updated: 2026-03-27T19:09:10Z published: 2026-03-27T19:09:10Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Call Center Monitoring overview ## Overview The *Call Center Monitoring* screen provides real-time insights into your call center performance. You can observe call volumes, agent availability, and customer wait times to make timely adjustments and ensure efficient call handling. --- ### #### Who uses this feature - Administrators, CSRs, and managers - Applies to all business types #### Feature configuration - This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information. - The *View & Action Queue Monitoring* permission is required to use this feature. Please contact the account administrator on your team. For more information, see [Manage Contact Center Pro Permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - Agents can be added or removed from queues within the User Management screen. For more, see [View and edit employee information through User Management](/v1/docs/view-and-edit-employee-information-through-user-management). - Most data in the *Call Center Monitoring* section is updated in real time. However, the following metrics are not: - The *Call Stats* metrics in the agent flyout (*Accepted*, *Missed*, and *Rejected*) - The *Today's Performance* section - The *Average Wait Time* metric in the *Queues* section - These metrics reset daily to provide a snapshot of the team's performance for the current day. ## Access the Call Center Monitoring screen As a Contact Center Pro manager, you can view company-wide queue metrics and agent activity. To access *Call Center Monitoring*: 1. Go to Contact Center Pro. 2. In the side menu, click **Call Center Monitoring** to view the metrics for your dedicated queues. ![Cursor Call Center Monitoring tab](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/call-center-monitoring-overview-image-ynydgso5.png) From here, you can switch between two tabs: - **Summary:** A consolidated, at-a-glance view across all queues and agents. - **Queues:** A detailed queue list with per-queue drill-downs. ![Cursor Summary View](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/call-center-monitoring-overview-image-7iorplcm.png) ## Summary View The *Summary* tab provides a roll-up of live performance and staffing across all queues. #### Capacity - **Total capacity:** Percentage of logged-in agents who are available to take calls. - **Available/unavailable:** Current agent counts by availability. #### Live Calls - **Active:** Ongoing calls (inbound queue, outbound, direct inward dialing (DID), and internal). - **Waiting:** Calls that are currently on hold. #### Today's performance - **Average wait time (today):** Average time callers waited before connecting. - **Abandon rate (today):** Percentage of calls abandoned today. #### Queues - **Queue:** Name of the queue. - **Active:** Ongoing calls in this queue. - **Waiting:** Calls currently waiting in the queue. - **Average wait time:** The day's average for calls currently waiting. - **Longest wait:** Oldest item's current wait time. - **Capacity:** Percentage of this queue's assigned agents who are *Available*. > [!TIP] > **Tip:** Search by queue name to quickly find a queue. #### Agents - **Agent name:** Agent's name. - **Status:** Agent's current status (for example, *Available*, *Wrap up*, *Away from desk*). - **Time in Status:** Duration the agent has been in their current status. > [!TIP] > **Tip:** Search by agent name or filter by *Agent* or *Status*. ![Call Center Monitoring Summary View](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/call-center-monitoring-overview-image-nrbqx3g0.png) ## Queues View The *Queues* tab lists each queue with key metrics. - **Queue names:** The names of the queues your company has set up - **Channels:** The communication channels in the queue, such as *Calls* - **Active:** The number of calls that are active and are assigned to the agents in the queue - **Waiting:** The number of calls or texts that are waiting and are not assigned to the agents - **Estimated wait time:** The estimation of the average time each task must wait in the queue before an agent will be available to accept it - **Agents:** The number of agents assigned to the queue who are marked as Available - **Abandoned:** The number of abandoned calls for that day. If the queue doesn't have *Calls* as a channel, the *Abandoned* section is blank. - **Capacity:** The percentage of available agents that are ready to handle tasks. **Example**: If you have 10 agents working at the moment and one is on a call, your capacity is at 90%. ![Call Center Monitoring Queues View](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/call-center-monitoring-overview-image-fvmk2erg.png) > [!TIP] > **Tip:** Locate a queue by searching its name, or sort the queues by clicking **Sort** next to the search field. You can expand the queues to view detailed information about the agents and their ongoing conversations. For more, see [Manage queues and agents through Call Center Monitoring](/v1/docs/manage-queues-and-agents-through-call-center-monitoring). ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [View and manage closed communications in Conversation History](/v1/docs/view-and-manage-closed-communications)