Real-time monitoring

Supervisors use the Call Center Console to see what's happening across the queues they manage — without bothering agents to ask.

What you can do live

• Watch queue activity — calls waiting, longest wait, abandon count, SLA so far today.
• Watch agent activity — who's available, on a call, paused (and why), or wrapping up.
• Listen in — silently monitor a live call.
• Whisper — speak to the agent without the caller hearing.
• Barge — join the call as a third party.
• Force log-out or unpause — when someone forgets.