Realtime Agents
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Overview
In the Realtime Section, you can monitor Agents and change their status instantly, according to your organization’s operational needs.
Agents Summary Widget
At the top of the page, you'll find the agent summary widget to provide an immediate and clear overview of agent activity to support real-time supervision and decision-making.
The total number of logged-in agents
The agent status: Idle, Paused, or Busy
You can choose to show or hide the summary at any time.
Agent List
The agent detailed list shows general and per-channel activity information for all agents currently logged into the system.
You can search or filter the list using the options provided. Data can be filtered by:
Agent Status (Idle, Paused, Busy, etc.)
Team
Queue Group (only for voice channel)
Queue
General View
Each agent entry in the Realtime section shows the following key information:
Name and Internal Number
Status, which can be one of the following:
Status | Description | Notes |
|---|---|---|
IDLE | Agent is not currently working on any channel | — |
BUSY | Agent is handling one or more interactions on at least one channel | If a pause is scheduled after the call by the agent, a pause icon (cup) appears next to the status |
ON HOLD | Agent is temporarily unavailable (on hold) | — |
UNAVAILABLE | Agent has lost connection or is not registered on Asterisk (for voice channel) | Often due to network or registration issues |
UNKNOWN | Temporary status shown at login while establishing connection | Common if the agent’s machine is slow or initializing |
PAUSE | Agent is in pause | — |
DEFAULT PAUSE | Standard predefined pause | — |
LOGININPAUSE | Agent is paused immediately after logging in | Useful for setting up before handling interactions |
CUSTOM PAUSE | Any custom pause defined in Tools > Pause | E.g., "Break", "Training", etc., based on organizational settings |
Starting from version 3.51.0, the Pause Reason is shown in the realtime panel
Example: 'Videobreak 15Min'
Unavailable and Unknown have been updated in version 3.46.0
Login Time, the duration since the agent logged into the system.
Pause Time, the amount of time the agent has been in a paused state.
Change Agent Status
You can click on the 3 dots menu to change the Agent Status:
Logout, so force the disconnection of the agent – command applied to the global working session
Pause, by changing the status – command applied to the global working session
Add/Remove the Agent to/from a Queue. This option is contextual and depends on which module you open this window.
End Pause (if the agent is already in pause) – command applied to the global working session.
If an agent ends a partial pause, he/she will be idle on the desired channels and on pause on the other onesManage Screen Recording (only for voice channel, phonebar agents)
Clear all tabs: close all open interaction tabs associated with the agent.
Changes don't apply to interactions which are already active.
Screen Recording
ONLY VOICE CHANNEL
For all agents using the Phonebar (version 5.1.31.0 or later) with the manual Screen Recording feature enabled and properly configured, a dedicated icon will be displayed to indicate that the feature is active and operational.
Grey icon: screen recording is not in use at the moment
Green icon: screen recording is in use at the moment
The administrator and supervisor can manually start or stop screen recording for a specific agent:
Click the three dots menu next to the agent's entry
Select Manage Screen Recording
Select Start Screen Recording or Stop Screen Recording
When screen recording is activated, the agent is notified via the Screen Recording button on the Phonebar, which will turn red and start blinking for the entire duration of the recording session.
Voice Channels view
In the Channels View section, a dedicated column displays agent activity for each available channel installed on your XCALLY Motion server.
Voice section shows the following information:
Status, which can be one of the following:
UNAVAILABLE: the agent’s device is currently unavailable
UNKNOWN: the status of the agent’s Phonebar or device is unknown
IDLE: the agent is not engaged in any voice call
RINGING: the agent’s device or phone is currently ringing
TALKING: the agent is currently handling a voice interaction
PAUSE: the agent is in pause
Info:
the name of the queue of the call (if any)
the caller number (inbound) or the called number (outbound)
the alias of the phone number
the duration of the current call
When an agent is inactive, a timer appears in the Info field of the Voice column, indicating to administrators or planners the time elapsed since the last call was handled by the agent.
This timer is visible only when the agent is in Ready status, waiting for new interactions.
The timer resets to 00:00:00 every time the agent ends a pause or completes a call.
Digital Channels view
In the Channels View section, a dedicated column displays agent activity for each available channel installed on your XCALLY Motion server.
Other Channels (Chat, Email, SMS, Open Channel, Fax and Whatsapp) where for each channel the Agent activity can be:
IDLE: The agent is not handling any interaction
WORKING: The agent is currently managing one or more interactions
PAUSE: The agent is in pause
MAX CAPACITY: The agent has reached the maximum number of concurrent open interactions allowed, as configured by the administrator (see Other Channels section in Agents editing options).