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.
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.
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:
Go to Contact Center Pro.
In the side menu, click Call Center Monitoring to view the metrics for your dedicated queues.
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.
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: 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: Search by agent name or filter by Agent or Status.
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%.
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.