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