> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ringingo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Realtime Dashboard: Live Agent and Campaign Monitoring

> Monitor live campaigns, queue depth, per-agent status, and KPI trends. Use Listen, Whisper, and Barge to coach agents in real time.

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.

## 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.

## 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.

## Performance KPIs

| Metric     | What it measures                                        |
| ---------- | ------------------------------------------------------- |
| Wait Time  | Average caller queue wait before reaching an agent.     |
| Hold Time  | Average cumulative hold time per interaction.           |
| Ring Time  | Average ring duration before agent answers.             |
| AHT        | Average Handle Time (talk time plus after-call work).   |
| Wrap-Up    | Average After Call Work time per interaction.           |
| Idle Time  | Total agent ready/available time with no active call.   |
| Pause Time | Total time agents have been in a paused or break state. |
| Break Time | Time logged under a named Break Code specifically.      |

Toggle between Daily, Weekly, and Monthly views to compare against benchmarks.

<Tip>
  Weekly view before client reviews gives a more representative performance picture than a single day.
</Tip>

## Traffic and disposition trends

* **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.

## Campaign performance table

| Column         | What it shows                                                              |
| -------------- | -------------------------------------------------------------------------- |
| Name           | Campaign identifier.                                                       |
| Campaign Type  | Inbound, Outbound, or Blended.                                             |
| Dial Level     | Current pacing level for the predictive dialer.                            |
| Total Calls    | Aggregate calls initiated by this campaign.                                |
| Success        | Calls that reached a live agent.                                           |
| Failed         | Calls that never established a connection.                                 |
| Drop           | Calls connected but abandoned by the agent, shown as count and percentage. |
| Short Calls    | Calls below the configured minimum duration threshold.                     |
| ACD            | Average Call Duration for connected calls.                                 |
| Total Leads    | Total lead records loaded into this campaign.                              |
| Leads in Queue | Leads waiting to be dialed (highlighted in orange when non-zero).          |
| Leads Used     | Leads already contacted or attempted.                                      |

<Warning>
  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.
</Warning>

## Calls in queue panel

| Column       | What it shows                                                   |
| ------------ | --------------------------------------------------------------- |
| Status       | Current state of the queued call (waiting, ringing).            |
| Queue Name   | The Call Queue this caller has been routed into.                |
| Phone Number | The caller's number (masked in production for privacy).         |
| DID          | The DID the caller dialed.                                      |
| Wait Time    | How long this caller has been waiting since entering the queue. |
| Call Type    | Inbound or Outbound within the queue context.                   |

<Tip>
  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.
</Tip>

## Queue wise agent panel

| Column           | What it shows                                                |
| ---------------- | ------------------------------------------------------------ |
| Campaign         | The campaign this row represents.                            |
| Logged In Agents | Total agents currently logged into the campaign.             |
| Ready Status     | Agents available to receive the next call.                   |
| Waiting Calls    | Calls in queue for this campaign.                            |
| Active Calls     | Calls currently handled by agents in this campaign.          |
| Abandoned Calls  | Calls that entered the queue but disconnected before answer. |

## Agent status table

| Column       | What it shows                                                              |
| ------------ | -------------------------------------------------------------------------- |
| Status       | Colour-coded badge: Active (on call), Ready, Pause (on break), or Wrap-Up. |
| User         | Agent's login username.                                                    |
| Full Name    | Agent's display name.                                                      |
| Campaign     | Campaign the agent is assigned to.                                         |
| Extension    | SIP device extension linked to the agent.                                  |
| Phone Number | Customer's number currently connected to the agent.                        |
| Duration     | How long the agent has been in the current status.                         |
| Break Name   | Name of the selected break code, if applicable.                            |
| Monitor      | Supervisor action icons (Listen, Whisper, Barge).                          |

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.

<Info>
  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.
</Info>