WhatsApp Realtime
XCALLY Section | WhatsApp → Realtime |
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Overview
The Realtime section in XCALLY provides live monitoring of the WhatsApp channel. It displays agent activity, queue performance, and workflow configurations, offering real-time visibility into operational status. This enables supervisors to make immediate decisions based on current system activity.
When accessing this section, two tabs are available: Agents and Queues.
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 tab displays real-time metrics for all WhatsApp queues configured in the system.
Queue metrics:
Name – Queue identifier
Logged In – Total number of agents currently online in the queue
Available – Number of online agents not in pause, ready to handle interactions
Paused – Number of agents currently in a paused state
Waiting– Number of interactions waiting in queue and awaiting assignment.
Click the three-dot menu on a queue to:
Edit Queue – Modify settings such as queue strategy or agent timeout
Add Agents to WhatsApp Queue – Manage agent assignment to the selected queue