Voice Realtime

In this section you can monitor all the activities taking place in the Voice queues and eventually change its configuration and workflow in realtime.

You can also view the Agents status on all the available channels and eventually modify it. 

When you enter the Voice Realtime Section you find the following tabs:

Agents 

Telephones

This section shows list of all telephones in the system with information about their internal number, phone state and phone status:

• Phone state is status of the telephone: ringing, in use or not in use.
• Phone status is telephone’s SIP status: registered or unregistered.

Trunks

This section shows list of all trunks in the system with information about the trunk status and registry:

• Trunk Status shows status of a SIP trunk registration to motion server.

• Registry shows SIP registration status when Motion registers as a client to the provider.

Queues

This section shows list of voice queue with the following information:

• Name: the voice queue name.
• Logged In (SIP connected): number of agents logged in the queue and number of agents with connected/registered SIP.
• Available: number of agents in the queue that are available to receive calls.
• Paused: number of agents paused in the queue.
• Talking: number of agents in the queue on an ongoing call.
• Busy: number of agents involved in a call in this or any other queue.
• Waiting: number of calls waiting in the queue.

You can add/remove an agent to/from a queue in real-time.

Queue Calls 

This Section shows real-time information about calls in queues.

• Alias: descriptive name associated to the phone number.
• Queue: the queue the call belongs to.
• Caller: the caller name and phone number.
• Agent: the agent that is managing the call or, if any Agent has answered yet, the status "Waiting For Agents". 
• Duration: the time interval between when the call was answered and when it was completed.

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You can hangup or transfer the call to another agent (this is only possible if the agent is in idle state) or number.

Abandoned Queue Calls

This Section shows the list of abandoned and unmanaged calls. They can be filtered by:

• the call list start date
• the Agent whom the call has been assigned to
• the queue the call entered

Clicking on  the Administrator can assign a call to an Agent:

 or add/change its disposition:

Queue Parameters

This Section shows list of queue campaigns with the following information:

• Name:  the queue name.
• Total offered: total number of queue calls. Total offered = Answered + Abandoned.
• Answered: total number of queue calls managed by agents.
• Abandoned: total number of queue calls abandoned by callers.
• Unmanaged: total number of unmanaged queue calls due to timeout, joinempty, leavewhenempty and exitwithkey.
• Avg Hold time: average amount of time calls spent waiting in the queue.
• Avg Duration: average duration of calls in the queue.
• Avg Billable: average billable time in the queue.

Outbound Calls

This section shows real-time information about outgoing calls.

• Source: the caller phone number.
• Destination: the caller phone number.
• Alias: descriptive name associated to the phone number.
• Duration: the time interval between when the call was answered and when it was completed.