Live call context
View the agent, direction, phone display name, contact name and number, routing category, linked ticket, and duration for each active call.
What your team can control.
Queue monitoring
Select a queue to see calls waiting, available agents, average wait time, and longest wait time.
Agent availability
View Available, Unavailable, or Busy status and filter by category. Authorized supervisors can change availability except while an agent is on a call.
Two-metric live charts
Plot any two available call metrics against time for a single phone line or across all lines.
Category filters
Focus on one or more routing categories across calls, metrics, queues, and availability. Selections persist through auto-refresh.
Live call intervention
Start Listen from an active call, then use Whisper or Barge In when the conversation needs supervisor help.
How it works, and common questions.
How does live dashboard work in HappyFox?
A supervisor opens the Live Dashboard. Live Calls shows every call in progress. Queue Monitoring shows the state of the selected queue. Agent Availability shows who can take calls. The supervisor filters by category to focus on a team or department, and uses Live Call Metrics to compare any two metrics over time. When something needs attention, the supervisor can act: adjust an agent's availability, or Listen to a live call and coach or join it.
What can I see on the Live Dashboard?
Live calls, queue status, agent availability, and a chart of live call metrics.
What do I see for each live call?
The agent, call direction, phone display name, contact name and number, routing category, linked ticket, and call duration.
What does Queue Monitoring show?
For the queue you select: total calls waiting, agents available, average wait time, and longest wait time.
Can I filter by team?
Yes. Use the Category filter in any section to view one or more routing categories. Your selections persist when the dashboard refreshes.
Can I change an agent's availability from the dashboard?
Supervisors with the right access can. They can make an unavailable agent available and an available agent unavailable, but not change the status of an agent who is on a call.
Can I compare two metrics?
Yes. Live Call Metrics plots any two metrics on one chart against time, for one phone line or all lines.
Can I listen to a call from the dashboard?
Yes. From Live Calls, supervisors can Listen, then move to Whisper or Barge.