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SMS Realtime

SMS Realtime

 

  Overview

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

Key Capabilities

  • Monitor Agents and Queues activity in real time

  • Change Agents status or assignments instantly

  • Track per-channel availability and engagement

Agents

The Agents panel shows real-time data for all agents currently logged in, with the ability to make live adjustments.

General view

The list shows, for all the agents currently logged in the system, general and per-channel activity information.

  • Name and internal number

  • Status, which can be:

    • IDLE = not engaged in any channel

    • BUSY = active on at least one channel

    • PAUSE/DEFAULT PAUSE/LOGININPAUSE/CUSTOMPAUSE: if the Agent is in pause status (one of the available types of pause or any Custom Pause defined in Tools: Pause)

    • ONHOLD = temporarily unavailable (on hold)

Starting from version 3.51.0, the Pause Reason is shown in the realtime panel (e.g., 'Videobreak 15Min' in the example below).

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  • Login Time: the time the Agent is logged in

  • Pause Time: the time the Agent is in Pause

Using the three-dot menu next to each agent, you can:

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  • Logout the agent, so force the disconnection of the agent from the Realtime view

  • Add or Remove the Agent to/from a Queue

This change doesn't apply to interactions which are already ongoing and allows you to choose the queues from a list.

  • Pause the agent, so change his status

 

If the Agent is already in Pause you will see a different menu with End Pause command. You can also change the Pause type.

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Add an Agent to Queue is contextual and depends on which module you open this window. Pause, End Pause and Logout are instead commands that apply to the global working session

For all the Agents using the Phonebar (version 5.1.31.0 or later) that have the manual Screen Recording function activated and configured for the agent, there will be a special icon displaying that this feature is operational:

  • Grey icon: Screen recording is available but inactive

  • Green icon: Active screen recording session

When you click on this entry, if the screen recording is off you can activate it. Once started the available command in this section will switch to "Stop Screen Recording".

The Agent will be notified that the Screen Recording has been activated by the corresponding grey button on the Phonebar becoming red and blinking for the whole recording session.

Channels View

For any available Channel installed on your XCALLY Motion server, channel view shows agent activity across all communication channels:

  • Voice shows the following information: 

    • Status, one among:

      • UNAVAILABLE: the Agent Phonebar or device is currently unavailable

      • UNKNOWN: the Agent Phonebar or device status is unknown (e.g. the Agent has never used them)

      • IDLE: the Agent is not engaged in any voice interaction (voice call)

      • RINGING: the Agent device or Phonebar is currently ringing

      • TALKING: the Agent is currently engaged in a voice interaction (voice call)

      • PAUSE: the Agent is in pause

  • Info:

    • the name of the queue the call has been managed (if any)

    • the caller number (inbound) or the called number (outbound)

    • the phone number Alias

    • the call timer

 

  • Other Channels (Chat, Email, SMS, Open Channel and Fax) where the Agent activity can be one of the following:

    • IDLE: no active interactions

    • WORKING: currently engaged in an interaction

    • PAUSE: inactive because in pause

 

For all the Channels, except the Voice channel, the Status can also be MAXCAPACITY when the number of the max concurrent open interactions for the Agent is reached (see Other Channels section in Agents editing options).


Queues

The Queues section gives a real-time overview of all SMS 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