> ## 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.

# How to Use the Realtime Dashboard

> Monitor live agent status, active calls, queue depth, and campaign performance in the Ringingo Realtime Dashboard supervisor view.

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

<Steps>
  <Step title="Navigate to Realtime Dashboard">
    Go to **Dashboard → Realtime Dashboard** in the left sidebar menu.
  </Step>

  <Step title="Review Outbound Operations tiles">
    | Tile            | Description                                            |
    | --------------- | ------------------------------------------------------ |
    | Total Calls     | Total outbound call attempts across all campaigns.     |
    | Connected Calls | Outbound calls that successfully reached a live human. |
    | Not Connected   | Outbound attempts that failed before connection.       |
    | Dropped Calls   | Calls connected but abandoned by the agent.            |
  </Step>

  <Step title="Review Inbound Operations tiles">
    | Tile            | Description                                              |
    | --------------- | -------------------------------------------------------- |
    | Total Calls     | Total inbound calls received.                            |
    | Connected Calls | Inbound calls successfully answered.                     |
    | IVR Hits        | Calls that entered an IVR menu before reaching an agent. |
    | Missed Calls    | Inbound calls not answered within the SLA timeout.       |
    | Dropped Calls   | Inbound calls connected but abandoned by the agent.      |
  </Step>

  <Step title="Review Performance KPIs">
    Toggle Daily/Weekly/Monthly:

    | KPI        | Description                                           |
    | ---------- | ----------------------------------------------------- |
    | Wait Time  | Average caller queue wait time.                       |
    | Hold Time  | Average cumulative hold time per interaction.         |
    | Ring Time  | Average ring duration before agent answers.           |
    | AHT        | Average Handle Time including talk and ACW.           |
    | Wrap-Up    | Average After Call Work time.                         |
    | Idle Time  | Total agent ready/available time with no active call. |
    | Pause Time | Total time agents have been paused/on break.          |
    | Break Time | Time logged under named Break Codes.                  |
  </Step>

  <Step title="Review the lower panels">
    * **Campaign Performance Table:** Per-campaign dial level, call totals, success/fail/drop counts, short calls, and ACD.
    * **Calls in Queue:** Live inbound calls waiting, with queue name, DID, wait time, and call type.
    * **Queue Wise Agent:** Per-campaign agent login count, ready status, waiting/active/abandoned calls.
    * **Agent Status Table:** Per-agent real-time status (Active, Pause, Ready, Wrap-Up), campaign, extension, duration, break name, and supervisor monitor controls (Listen, Whisper, Barge).
  </Step>
</Steps>

<Tip>
  Use the Daily/Weekly/Monthly toggle to compare current performance against historical benchmarks.
</Tip>

<Tip>
  If the Calls in Queue panel shows callers with high wait times, immediately check the Agent Status table to ensure sufficient agents are in Ready state.
</Tip>

<Warning>
  The Monitor column supervisor controls (Listen, Whisper, Barge) are only visible to managers with the relevant Monitor permissions in their Manager Role.
</Warning>

<Warning>
  The Drop column tracks agent-abandoned calls only. For calls that never connected, refer to the Failed column. These are two distinct failure types requiring different corrective actions.
</Warning>