Email Realtime

The Email → Realtime section in XCALLY Motion provides live insights into activities within the Email Channel.
Supervisors can monitor agent performance, adjust workflows, and apply changes instantly across agents and queues.

In the Realtime Section, you can monitor Agents and change their status instantly, according to your organization’s operational needs.

Explore Realtime Agents wiki

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The Queues section gives a real-time overview of all Email queues configured in the system.

• Name: the queue name.

• Logged In: total number of online agents associated to the queue.

• Available: number of agents in the queue (online and not in pause) available to receive interactions.

• Paused: number of agents paused in the queue.

• Waiting: number of interactions waiting to be managed in the queue.

For each available queue, you can click on 3 dots button menu ⋮ next to the queue to:

• Edit Queue: use this function to edit the queue and make changes (like the queue strategy or the queue agents timeout)

• Add agents to Email queue: use this function to add or remove agents from a queue

The Accounts section gives a real-time overview of the Email Accounts configured in the system.

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• Name: The full name of the email account

• Key: The short identifier for the account

• Total: Total number of email interactions handled (incoming + outgoing)

• In: Number of received email interactions

• Out: Number of sent email interactions

• IMAP Status: Indicates the current IMAP connection status

  • Connected

  • Not connected

• SMTP Status: Indicates the current SMTP verification status

  • Verified

  • Not verified

For each available account, you can click on 3 dots button menu ⋮ next to the account to:

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• Edit Account: edit and modify account information 

• Verify SMTP: verify the Account SMTP connection