Overview
Easily manage your call center queues with real-time insights. Call Center Monitoring lets you see how busy your call center is, view and monitor agent activity, and make changes to agent status.
Who uses this feature
Administrators 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.
Things to know
Agents can be added or removed from queues on the User Management screen. For more, see 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 agent and queue details
Expand the queue details to see the list of agents, their statuses, conversation channels and active conversations.
Go to Contact Center Pro.
In the side menu, click Call Center Monitoring to view metrics for your queues. For more information on the queue metrics, see Call Center Monitoring screen overview.
From here, switch between: Summary View: A consolidated, at-a-glance view across all queues and agents.
Queues View: A detailed queue list with per-queue drill-downs.
View and manage agent information
You can view and edit agent information on the Call Center Monitoring screen.
Access agent information
On the Summary View, go to the Agents table.
Select an agent.
In the agent panel, you can view:
Current status: The agent's status and the time in that status.
Daily summary: Accepted, Missed, and Rejected calls.
Queue assignments: Queues assigned to the agent.
Note: These numbers reset daily to provide a snapshot of the team's performance.
Change the agent's status
Managers can change an agent's status if the agent forgets to update it (for example, for lunch) or in an emergency.
Note: Edit Queue Monitoring Agent Activity & Tasks permission is required to use this feature.
In the agent panel, click Edit
next to the Status section. 
Select the status of your choice.
Confirm the change.
View and manage queues
On Queues View, select a queue and use the arrow to expand details. The Agents table shows:
Agent: Agents assigned to the queue
Status: The agent's current status categorized into three sections: Unavailable, Available, and Offline.
Unavailable: Away from desk, Break, Unavailable, (Extended) Wrap Up, On Call
Available: Available
Offline: Offline
Note: Each section is sorted by the longest time in the status.
Time in status: Duration in the current status.
Conversations: Total conversations assigned to the agent, by channel.
Active conversations: Whether the agent is on an active call or ringing.
Note: A system warning is triggered if an agent remains on a call for over 15 minutes.
From here, click the agent name to open their panel and edit their status.