Voice Realtime
XCALLY section | Voice → Realtime |
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Overview
In the Realtime section, you can monitor all ongoing activities within the Voice channel and, if necessary, modify their configuration and workflow in real time.
You can also view the status of agents across all available channels and update their status if needed.
When you enter the Voice Realtime Section you find the following tabs:
Agents, Telephones, Trunks, Queues, Queue Calls, Queue Group Calls, Abandoned Queue Calls, Queue Parameters, Outbound Calls.
Agents
In the Realtime Section, you can monitor Agents and change their status instantly, according to your organization’s operational needs.
Explore Realtime Agents wiki
Telephones
The Telephones section displays a list of all telephones configured in the system, including the following details:
Account Name: The name assigned to the telephone account
Internal Number: The extension associated with the device
Phone State: The current phone state:
Ringing
In Use
Not In Use
Phone Status – The SIP registration status of the device:
Registered
Unregistered
Trunks
The Trunks section displays the list of all trunks configured in the system, including the following information:
Name: The name assigned to the trunk
Trunk Status: Indicates the status of the SIP trunk registration to the Motion server
Registry: Shows the SIP registration status when Motion registers as a client to the external provider
Queues
The Queues section displays the list of all queues configured in the system, including the following information:
Name: The name assigned to the queue
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.
FROM VERSION 3.40.0
To enhance quick access to active call details, clicking on the number of talking calls will automatically redirect you to the Queue Calls tab with the “Talking” filter already applied.
Busy: number of agents involved in a call in this or any other queue.
Waiting: number of calls waiting in the queue.
Instead clicking on the number of waiting calls will automatically redirect you to the Queue Calls tab with the “Waiting” filter already applied.
From the Queues section you can view the list of assigned agents to a queue or add/remove in real-time:
Click the three dots menu next to the queue's entry
Select Add Agents to Voice Queue
From the modal you can Add/Remove agents.
Queue Calls
The Queue Calls Section displays real-time information about calls in queues, including the following information:
Phone Number / Extension: The phone number or extension on which the call is received.
Alias: A descriptive name associated with the phone number.
Queue: The queue to which the call has been routed.
Caller: The caller’s name and phone number.
Agent: The agent currently handling the call. If no agent has answered yet, the status will show "Waiting for Agents".
Duration: The time elapsed between when the call was answered and when it was completed.
Moreover, you can filter Queue Calls by:
Alias
Phone number/Extension
Status:
All
Waiting
Talking
Queue
General Dashboard Quick Link
By clicking the icon at the top-right corner of the Waiting or Talking calls panels, you will be redirected to the Realtime → Queue Calls section.
Queue Group Calls
The Queue Group Section displays the following real-time information:
DID: The number associated with the queue group
Alias: The descriptive name for the queue group
Group Name: The name assigned to the queue group
Caller: The caller’s information
Duration: The elapsed time of the current interaction
Abandoned Queue Calls
The Abandoned Queue Calls section displays real-time information about abandoned and unmanaged calls, including the following fields:
ID: Unique identifier of the call
Full Name: The caller’s full name (if available)
Phone: The caller’s phone number
Queue: The queue to which the call was assigned
Abandoned: The timestamp or duration indicating when the call was abandoned
Last Assigned To: The last agent the call was routed to (if any)
Disposition: The disposition associated with the abandoned call
Moreover, you can filter Abandoned Queue Calls by:
Start Date
Agent
Queue
The administrator or supervisor can assign an abandoned call to a specific Agent to manage it, following this procedure:
Click the three dots menu next to the call's entry
Select Assign To
Choose the Agent
Agent will see the relative call to manage in abandoned calls section on omnidesktop interface
Moreover the administrator or supervisor can assign a disposition to the call:
Click the three dots menu next to the call's entry
Select Dispose
Choose the desired Disposition
Queue Parameters
The Queue Parameters section displays the list of queues, including the following fields:
Name: The name of the queue.
Total Offered :The total number of calls received by the queue.
Calculated as: Total Offered = Answered + Abandoned
Answered: The number of calls successfully handled by agents.
Abandoned: The number of calls terminated by callers before being answered.
Unmanaged: The number of calls not handled by agents due to one of the following reasons:
Timeout
JoinEmpty
LeaveWhenEmpty
ExitWithKey
Avg Hold Time: The average time that calls spent waiting in the queue before being answered by an agent.
Avg Duration: The average duration of calls handled in the queue.
Avg Billable: The average billable time of calls in the queue.
Outbound Calls
The Outbound Calls section displays the following real-time information:
Source The caller’s phone number.
Destination: The phone number that was called.
Alias: A descriptive name associated with the destination number.
Duration: The time elapsed between when the call was answered and when it was completed.