The floor and wallboard
The floor is the page for Live in the menu. It shows everyone on the phone right now. Owners, admins and supervisors can open it.
Do this
Section titled “Do this”- Open Live.
- Read the six figures at the top.
- Narrow On the phone with the Campaign and Stage menus if the list is long.
- Press Listen, Whisper or Take over on a call. See listen, whisper and take over.
- Press Wallboard for the big-screen view.
The six figures
Section titled “The six figures”| Figure | What it counts |
|---|---|
| On the phone now | Calls where someone has answered. |
| Ringing | Calls that are dialing or ringing. |
| Waiting for an agent | People waiting to be handed over. It turns red when it is above 0. |
| Agents ready | Agents free to take a call. |
| Agents on a call | Agents on a call, or about to get one. |
| Agents on a break | Agents on a break. |
When you filter by campaign or stage, the first two figures follow the filter. The agent figures and Waiting for an agent always cover everyone.
The three lists
Section titled “The three lists”On the phone. One row per call: the person’s name (or the number, with only the last 4 digits for a supervisor), the campaign, the stage, who has the call (a bot, an agent, or “no agent was free” when a bot stepped in), and a running timer. The last thing said shows underneath, for example “They said” or “Bot said”. Stages read as “Safety check”, “Opening conversation”, “Confirming details”, “Final check”, “With a licensed agent” and “Review”. Calls still ringing have no buttons.
Agents. Each agent with their state and how many minutes they have been in it. The ones that need a look come first. See agent states.
Campaigns dialing. Each campaign with Dialing, Paused, Finishing up or Stopped, a sentence about the pace (“One call at a time for each free agent.”), the calls on the phone and ringing, and the dropped-call rate over 30 days against the 3% limit. See the dropped-call rule.
Above everything, alerts appear when something needs attention. See alerts.
What updates by itself
Section titled “What updates by itself”You do not need to reload. A small Live mark in the header says the connection is open. It reads Connecting, Reconnecting or Offline if not.
- Calls, the campaign counts and the last spoken line arrive the moment they happen.
- Agent states and journey stages change on live events.
- As a backstop, the figures refresh every 10 seconds, agents every 15, campaigns every 15 and journeys every 20.
The wallboard
Section titled “The wallboard”The wallboard fills the screen for a TV. It has large type and a clock, and shows no buttons you could press by accident. It shows:
- Alerts, bigger, with no dismiss button.
- The six figures.
- The first 8 calls on the phone.
- Campaigns that are not stopped.
- Agents who are on shift (off-shift agents are hidden).
Press the cross at the top right to leave it. The wallboard is the same page with ?wall=1 on the end of the address, so you can bookmark it.
Who can see it
Section titled “Who can see it”Owners, admins and supervisors see everything for the company. Quality reviewers and compliance staff receive the live feed except agent states. A client viewer receives only totals: campaign pace and stats, never a call or a person.