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The Realtime Dashboard is a live, auto-refreshing operational view of every active agent and campaign. The refresh interval is configurable (30 seconds by default), and the dashboard can be expanded to full-screen for wall-board display.

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Outbound operations

Four summary tiles cover outbound activity:
  • Total Calls: total outbound call attempts made across all campaigns since the current session began.
  • Connected Calls: outbound calls that reached a live human. This is the core outbound success metric.
  • Not Connected: attempts that failed before any connection (busy, unanswered, invalid number, or network failure).
  • Dropped Calls: calls that connected to the customer but were abandoned by the agent before the interaction completed.

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Inbound operations

Five summary tiles cover inbound activity:
  • Total Calls: total inbound calls received across all campaigns and DIDs.
  • Connected Calls: inbound calls answered by an agent.
  • IVR Hits: calls that entered an IVR menu before reaching an agent.
  • Missed Calls: inbound calls that rang but were not answered within the SLA timeout.
  • Dropped Calls: inbound calls connected to an agent but abandoned by the agent mid-interaction.

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Performance KPIs

Toggle between Daily, Weekly, and Monthly views to compare against benchmarks.
Weekly view before client reviews gives a more representative performance picture than a single day.
  • Traffic Volume Trends: line chart showing call volume over time (inbound in blue, outbound in green). Use it to spot peak periods and plan staffing.
  • Trending Dispositions: the most frequently applied outcome codes in real time (for example, NORMAL_CLEARING or ORIGINATOR_CANCEL). Provides instant outcome pattern visibility without running a full report.

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Campaign performance table

The Drop column tracks agent-abandoned calls only. For calls that never connected, look at the Failed column. These are two distinct failure types requiring different corrective actions.

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Calls in queue panel

If callers show high wait times, check the Agent Status table to confirm sufficient agents are in Ready state. Agents on break or Pause do not receive queued calls.

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Queue wise agent panel

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Agent status table

The Monitor column provides three supervisor actions:
  • Listen: silently listen to the live call.
  • Whisper: speak to the agent without the customer hearing.
  • Barge: join the call as a third party.
The Monitor controls are visible only to managers whose Manager Role grants Monitor permissions. Use Whisper to coach agents on live calls without the customer being aware.