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Instant - WhatsApp Realtime

Instant - WhatsApp Realtime

XCALLY Section

WhatsApp β†’ 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

The Agents tab presents real-time data on all active agents across channels. It enables supervisors to monitor availability and manage agent statuses based on operational needs.

Filtering Options: Filter by Agent name, Team, or Queue

Displayed Agent Information

  • Name and internal number – identifies the agent.

  • Status – indicates the agent’s current activity:

    • IDLE – Not handling any interactions.

    • BUSY – handling interactions on one or more channels.

    • PAUSE/DEFAULT PAUSE/LOGININPAUSE/CUSTOMPAUSE – in a pause state, including predefined or custom pauses, defined in Pause section)

    • ONHOLD – agent is on hold

FROM VERSION 3.51.0
Pause Reason – Displays the reason for the pause (e.g., 'Videobreak 15Min').

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  • Login Time – duration since the agent logged into the system.

  • Pause Time – total time spent in a paused state.

  • Channel Status – current activity status on each configured channel.

Β 

Click the three-dot menu next to an agent to perform the following actions:

  • Logout – Log out the agent from the system.

  • Add to Whatsapp Queue – Assign the agent to a WhatsApp queue.

  • Pause – Set the agent to a pause state with a specific reason.

  • Clear all tabs – Close all open interaction tabs associated with the agent.

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