Live Agents

Admin → Live Agents is the supervisor’s screen — every staffed agent, every caller on hold, and the controls to listen in, coach or sign someone out. Its own heading reads Live Stats.

Filtering by campaign

The dropdown starts on All Campaigns. Pick one and the whole screen narrows to it — counters, callers and agent rows alike. An agent working another campaign vanishes from the board while the filter is set.

Connected

The badge beside the filter is the board’s own health. Connected means live updates are arriving as they happen. Disconnected means they aren’t — but the board re-reads everything every five seconds regardless, so changes still land within seconds.

The counters

Counter	What it counts
Queue Depth	Outbound leads dialable right now — the Queued figure on the Campaigns list
Callers Waiting	Inbound callers on hold; matches Callers in Queue below
Agents Ready · In Call · Wrap Up · Paused	Agents in each status
Calls Today	Every call since midnight, counted once even when handed to a teammate
Answered	Today’s calls that ended normally, rather than failing to place or being abandoned
Inbound	Today’s calls that came in rather than went out
Avg Talk	Average length of today’s completed calls
Avg Wait	Average hold before pickup, across the calls that went through a queue

Avg Talk and Avg Wait read --:-- when there’s nothing to average yet.

Callers in Queue

Inbound callers currently on hold, with a count badge. Columns are Caller, State, Campaign, Vendor and Waiting — a clock ticking up in front of you. How long anyone may sit here, and what happens when that runs out, is set per campaign under Campaigns → General.

Agents

Columns are Agent (name and email), Status, Campaign, Duration — how long the current status has held — and Actions. Rows sort On Call first, then Ready, Wrap Up, Paused, alphabetically within each.

Status	Colour	What it means
On Call	Blue	Connected to a customer
Ready	Green	Signed in, joined to a campaign, waiting for the next call
Wrap Up	Violet	The call has ended and they’re choosing an outcome
Paused	Yellow	Signed in and joined, but not taking calls

Those four are the only statuses that appear. An agent who has closed the dialer, or has it open without joining a campaign, isn’t on the board at all — nor is a deactivated one. With nobody staffed you get No agents in queue.

Duration intensity

Each row is tinted in its status colour, deepening the longer that status has held — the key runs 30s to 10m+. The dark rows are the ones to look at: a long Wrap Up stands out without reading the clock.

Monitor, Whisper and Barge

Three buttons on every agent row.

Control	Who hears you
Monitor	Nobody — you’re muted, and you hear the agent and the customer
Whisper	The agent only; the customer doesn’t hear you
Barge	Everyone on the call

The agent’s dialer shows nothing for any of the three; with Barge, the only change for them is that they hear you. Barge asks first: Barge into this agent’s session? The agent and any caller will hear you.

You don’t have to wait for a call — start on a Ready, Paused or Wrap Up agent and you’re connected straight to them, and the session then follows them into their next call. Greyed-out buttons explain themselves on hover: Agent softphone is connecting means their audio isn’t up yet.

While you supervise, a black bar at the top of the screen carries the agent’s name and Monitor / Whisper / Barge / End; clicking a different role switches live, mid-call. If you also have your own agent dialer open, starting supervision closes it — and if you’re Ready, on a call or in wrap-up, you’re asked to confirm first. Only when you’re on a call does the prompt add that it will end that call too.

Leaving the screen ends supervision

Navigating to another admin section, closing the tab or refreshing ends the session — there’s nothing to come back to. It also ends on its own if the agent closes their dialer or leaves the campaign.

Force logout

The rose button after the divider — the one control that works on any row, whether or not the agent’s audio is up. It confirms first: This signs them out immediately, across every device. They can sign back in right away — this does not deactivate them or free their seat. On an On Call row the first sentence adds , and ends the call they are on — the only case where it does.

It ends a live call

If the agent is On Call, the customer is hung up. The agent never gets to disposition it, so the call is stamped Agent error and the lead goes back in the queue. Any supervision on that agent stops too.

It’s a session kick — the fix for a stuck dialer or an agent who walked away logged in — not removal. To stop someone signing back in and to free their seat, deactivate them under Users. You can’t force-logout yourself. It keeps working when the account’s subscription is inactive, which Monitor, Whisper and Barge don’t.