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Communication Hub: Calls - Active Calls

Overview​

Supervisors can see all the active calls, their agents are currently working on, here.

Details of a call:​

  • Transaction ID
  • Call type:
    • Incoming calls
  • Caller
  • Destination
  • Queue
  • Current User
  • Start time and Talk time
  • Queued at
  • Wait Duration
  • Status:
    • Talking
    • Queueing

* Actions:

  • Barge: Join the conversation between the caller and the agent
  • Monitor: Listen to the conversation between the caller and the agent
  • Whisper: Talk to the agent only
  • Force hangup

 

 

Note:​

Outbound transactions will be shown in Call History tab.