Live view
The Live console section is one scrolling page, refreshed every 5 seconds. Everything on it follows the supervisor's scope.
Pulse
A strip of headline numbers across the top, each with a comparison underneath:
| Number | Compared with |
|---|---|
| Waiting | 15 minutes ago |
| Longest wait | 15 minutes ago |
| SL 30 min (service level over the last 30 minutes) | the 30 minutes before |
| SL today | yesterday at the same time of day |
| Abandoned (abandon rate today) | yesterday at the same time of day |
| ASA today | yesterday at the same time of day |
| AHT today | yesterday at the same time of day |
| Offered today | yesterday at the same time of day |
| Occupancy now | occupancy today |
| Agents | counts by state: available, on task, wrap-up, away, offline |
"Yesterday at the same time of day" means yesterday from midnight to the current time, so a morning is compared with yesterday's morning, not with all of yesterday.
Numbers turn yellow (warning) or red (critical) when they cross the console's colour limits. See Colour limits.
Queues
One row per queue. Click a row to open the queue drill-down.
| Column | Meaning |
|---|---|
| Waiting | Contacts waiting now. |
| Longest | How long the oldest waiting contact has waited. |
| Free / eligible | Agents free for the queue now / agents the queue can route to. |
| Staffed / needed | Agents working the queue now / agents needed to reach the queue's service level target. See Staffing estimate. |
| SL 30m | Service level over the last 30 minutes. |
| SL today | Service level since midnight. |
| Abandon | Abandon rate today. |
| ASA | Average speed of answer today. |
| AHT | Average handle time today. |
| Waiting, last hour | A sparkline of the highest waiting count per 5 minutes over the last hour. |
Service level is coloured against each queue's own target from the service level settings: below the target is a warning, and more than 10 points below it is critical (see Colour limits).
Agents
One row per agent in scope. Click a row to open the agent drill-down; the menu at the end of the row has the agent actions.
| Column | Meaning |
|---|---|
| Agent | Name; agents with an attention item are flagged. |
| State | Available, on task, wrap-up, away or offline, with the TaskRouter activity and time in state. |
| Current task | Queue and channel of the task the agent is working on. |
| Handled | Agent legs completed today. |
| AHT | Today's average handle time, with the team average next to it. |
| Occupancy | Busy time ÷ staffed time today (the reports' occupancy). |
| Missed | Reservations the agent did not take today (timed out or rejected). |
| Skills | The agent's Flex routing skills. |
Filters above the table: by state, Exceptions only (agents with an attention item), by queue, and a search over names and skills.
"On task" and "wrap-up" come from the agent's open tasks, not from the TaskRouter activity, because a Flex agent stays in an available activity while working.
Today in 15-minute intervals
A chart of today in 15-minute buckets: contacts offered and service level, with yesterday's offered and the service level target for comparison. A bucket with fewer than 3 resolved contacts shows no service level, because one call would read as 0 % or 100 %.
Unhappy customers, last hour
Up to eight conversations from the last hour that the AI analysis rated negative or marked as escalated, newest first, with the customer, the agent, tags such as Negative, Escalated or Needs follow-up, topics and the AI summary. With a team scope, only that team's conversations are listed. This needs the Agent Workspace AI insights (see Agent Workspace).
Outbound
Shown when the outbound dialer is installed. One row per running or paused campaign:
- status (running, paused, or closed until a time by the business calendar);
- agents on calls out of agents on the campaign;
- live abandon against the campaign's limit;
- dials today and leads done;
- priority, editable in place;
- Pause or Start.
These controls act in the dialer with the supervisor's own Flex permissions. See Outbound Dialer.
Colour limits
The console colours numbers with the same rule as the wallboard: a value is a warning or critical only when it is strictly worse than the limit. Defaults:
| Number | Direction | Warning | Critical |
|---|---|---|---|
| Waiting | lower is better | above 5 | above 10 |
| Longest wait | lower is better | above 60 s | above 120 s |
| Service level | higher is better | below the queue's target | more than 10 points below the target |
| Abandon rate | lower is better | above 5 % | above 10 % |
| ASA | lower is better | above 30 s | above 60 s |
| Occupancy | lower is better | above 90 % | above 95 % |
Service level is always judged against the target from the service level settings (each queue's own target in the queue table, the default target in the pulse). The console's service level limits (80 and 70 by default) only set how far below the target "critical" starts: their difference, 10 points by default.
Admins can change these limits; see Setup and settings. They are separate from the wallboard's board limits.