Live Panel

Live Panel

  1. Live Panel Overview

The Live Panel is a real-time operations console for call center supervisors and administrators. It offers live visibility into agent activities, queue statuses, and allows for immediate admin actions to manage workflow and service quality.

 

  1. How to access Live Panel 

  • Navigate via the Sidebar:

    • Call Center Icon ➝ Live Panel

  1. Screen Layout Overview

    1. Agent/Extension Display Area

Each agent or extension is shown as a card/tile. It displays:

Item

Description

Agent Name / Extension

Identifier of the user or phone extension.

Status

Real-time state: Available, On Call, Ringing, etc.

Action Menu

Three-dot menu (⋮) for live administrative actions.

  1. Queues Panel

This area lists all queues and relevant live data:

Element

Details

Queue Name & ID

Unique identifier for each queue.

Assigned Agents

Clicking a queue reveals its agents.

Waiting Calls

Real-time number of calls in queue (e.g., “0 Waiting Calls”).

  1. How to Use the Live Panel

Access the Agent Action Menu

Steps:

  1. Locate the agent's tile.

  2. Click the three-dot menu (⋮) on the tile.

  3. A dropdown appears with administrative actions.


  • Agent Action Menu – Functions Explained

Action

Function

Call

Start an internal call with the selected agent.

Transfer Call

Redirect a current call to another agent, queue, or extension.

Listen & Whisper

Monitor an agent's call (listen) or coach them privately (whisper). Only available when the agent is actively on a call.

Pause/Un-Pause Extension

Temporarily disable or re-enable the agent’s call-receiving ability.

Add to Queue / Remove from Queue

Modify the agent’s queue assignments in real time.

Set Presence

Manually change the agent’s availability status (e.g., Available, Away, or Do Not Disturb).


How to Tag a Live Call

  1. Locate the agent tile that shows “On Call”.

  1. Click on the tag icon. 

  2. Check the desired tag(s) in the pop-up window from the dropdown menu.

  1. Click Save.

  2. The tag will be assigned to call and will be available in the reports


Filtering & Sorting Options

You can control what you see using the dropdown filters and sorting tools at the top of the screen:

  • Use the dropdown to group the agents by queues, extensions, or teams.


  • Use the dropdown to select the sort method you want 

  • Use the dropdown to select the user(s) status 

Note:  If there is no data in the live panel  the system will display “No extensions available to sort.” 


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