Realtime¶
Go to Application β Realtime to see the current state of your contact centre in real time. For how to use it during a working day β what to check, what to watch and when to step in β see Run Your Shift.
The panel has five tabs: Activities, AI Activities, Users, Pauses and Queues. If your contact centre uses concurrent licensing, a sixth tab, Concurrent Licenses, is shown too. Each tab has its own filters, and data is only updated for the tab you have open.
| Tab | Available filters |
|---|---|
| Activities | Queue / Queue groups, Queue type, User / User groups, Rights |
| AI Activities | Activity type, AI Coworker / User groups |
| Users | Users / User groups, Rights |
| Pauses | β |
| Queues | Queue / Queue groups, Queue types |
Click the green heart to pause real-time data. The heart turns yellow to indicate the panel is paused.
What to watch
- Queues β Waiting and Waiting time: customers queuing now and the longest current wait. Values turn red when they cross the queue's thresholds (Threshold max time, Threshold free users, Threshold waiting calls β see Inbound Call Queue).
- Queues β Available: free agents per queue. Zero available while customers wait means you need more agents in that queue.
- Users β State time: agents paused or Unready for longer than your break policy allows.
- Activities: a hand icon next to an activity means the agent asked for assistance.
You only see the users and queues your user rights cover. The actions need the Monitoring and User state permissions in your user access β see Run Your Shift β Permissions You Need.
Open Activities¶
The Activities tab displays a list of your contact centre's open activities. Activities handled by AI Coworkers are not shown here β see the AI Activities tab. You can filter activity types using the checkboxes at the top of the section. Use the Handshake button to filter activities where the customer is currently speaking or chatting to an agent. Click a column title to sort the table by that column. If the activity's Contact is saved in the CRM module, click the Customer Journey button to view their Customer Journey β a history of their communication with your contact centre. If an agent has asked for assistance during an activity, a hand icon is shown next to it. Agents can do this if their user rights allow Ask for assistance.
There are 3 important times for each activity:
| Type | Description |
|---|---|
| Waiting | How long the customer is waiting/waited from the moment they entered the queue or started ringing at a specific user. |
| Interaction | How long the customer has been/was connected to the agent. |
| Processing | How long the agent has had the activity open. This can include before call work for outgoing calls and after call/chat work for incoming activities. |
In the Actions column, click:
to start call monitoring (on calls) or chat monitoring (on web chats).
to send a notification to the user that is handling the activity.
to open the activity details.
to end the activity. A confirmation dialog will open before the activity is ended.
Bulk operations¶
Bulk operations work on users, not activities. Select users on the Users tab to set pauses, log them in and out of queues and send notifications.
Call Monitoring¶
Using call monitoring, you or a user you select can listen in on other users' calls. Depending on their user rights, the listener can also whisper, barge or take over.
- Click the Call monitoring button in the Actions column of the call that you want to monitor. The monitoring dialog opens.
- Select which user will listen in on the activity. You can select yourself or another user β this can be useful when you are training new employees who can learn from more experienced ones. Only users who are logged in, ready and have a device online can monitor activities.
- Click Monitor. The user you have selected will receive a call on the device they are logged in to in Daktela. Accept it to start monitoring.
- To switch mode while listening, use the Monitoring button in the call controls and choose:
- Whisper β talk to the agent; the customer cannot hear you.
- Barge β join the call; both the agent and the customer hear you.
- Take over β the agent leaves the call and you finish it.
- To end monitoring, simply hang up.
The modes available to the listener are set by Call monitoring modes in their user rights: Monitor only (the default), Whisper, Whisper and barge, or Whisper, barge and take over. Whisper, Barge and Take over can only be started from the Activities tab.
To follow a web chat, click the Chat monitoring button on the chat instead.
Call Monitoring Notification
- If Show monitoring notification to agent is turned on in the queue settings, the agent sees an icon telling them the call is monitored.
- If Play monitoring audio notification in call is turned on in the queue settings, a recording is played when monitoring starts and ends.
See Inbound Call Queue for these settings.
Notifications¶
Use notifications to send a message to a user β the one handling an activity, or any user from the Users tab.
- Click the Notification button in the Actions column. The Your notification dialog will open.
- Select the Severity and the time interval the notification should be displayed.
-
Check Toast to display the notification in the bottom right corner of the user's screen, Calendar to display it in the user's calendar, or both.
Tip
If you uncheck both Toast and Calendar, the notification will not be displayed anywhere.
-
Type your Message and click Save to send it.
To send one message to everyone on the Dashboard instead, use Announcements.
Activity Details¶
Click the Detail button in the Actions column of the activity you want to see to open the activity details.
Warning
The activity details will open the Interaction the activity is part of.
The Details contain different information depending on activity type:
AI Activities¶
The AI Activities tab shows ongoing activities currently being handled by AI Coworkers β chatbots, voicebots, and mailbots.
Filter the list by Activity type or by AI Coworker user and user group.
The same three time columns apply as in the Activities tab:
| Type | Description |
|---|---|
| Waiting | How long the customer has been waiting from the moment they entered the queue. |
| Interaction | How long the customer has been connected to the AI Coworker. |
| Processing | How long the AI Coworker has had the activity open. |
Info
Action buttons are not available in this tab and will be added in a future version.
Users¶
The Users section displays your contact centre's users. Click a column title to sort the table by that column. Click the Filter symbol in the Name column to add the user to the main page filters. Users can have the following States β these are displayed next to individual users as well as in the checkboxes above the Users section:
- Idle β they don't have any open activities.
- Activity β they have one or more open activities.
- Paused β they are currently on a pause.
- Unready β they are logged in to Daktela but are not ready to handle activities.
- Logged out of Daktela.
Users that have red arrows next to their state in the State column have call forwarding active. You can see how long users have been on their current state in the State time column and what activities they have open in the Activities column. In the Extension column, you can see the state of the user's phone line:
- Online β the phone line is available for a call (the green symbol is available in the checkbox filters above the Users section. In the Extension column, no symbol will be displayed if the extension is online.).
- Busy β the phone line is occupied by a call.
- Unavailable β the phone line doesn't have a device that can handle the call β the user's hardware or software phone is not connected to their device.
In the heading of the Devices and Queues columns, use the switch to toggle between the total number of devices and queues the user is logged in to or their full list. In the Actions column, click:
| Icon / Action | Usage |
|---|---|
 |
Set pause for the user or un-pause the user. |
 |
Log the user in to or out of queues. Queues with Fixed log-in cannot be logged out from here. |
  |
Log in or log out the user. |
 |
Start monitoring the user β you will be prompted to select a monitoring user who will be listening in. This user must have an active call device. Monitoring started from here is listen-only; see Call Monitoring. |
 |
Send a notification to the user β see Notifications. |
 |
Warning - the user does not have a call device online |
Action buttons require special user access.
Bulk Operation¶
After selecting (checking) users in the grid, you can use bulk operations to add notifications, pauses, log users in and out of a queue, or log them in and out.
Pauses¶
The Pauses section displays the pauses that are currently being used by users in your contact centre, whether those pauses are paid, how many users are using them and a list of those users. Click a column title to sort the table by that column.
Queues¶
The Queues section displays the queues that are currently being used by at least one user in your contact centre. Click a column title to sort the table by that column. Click the Filter symbol in the Queue column to add the queue to the main page filters. For each queue, there is an overview of: Users
| Column | Description |
|---|---|
| Users | Number of users logged in to the queue. |
| Available | Number of users who are not on a pause and are not currently speaking (their extension state is Online) / percentage of Available users logged in to the queue. Warning: This takes into account the state of the user's Extension regardless of the queue type. A user chatting to a customer in a web chat queue will be Available because their extension is not being used. |
| Speaking | Number of users who are currently speaking (their extension state is Busy) / percentage of Speaking users logged in to the queue. Warning: This takes into account the state of the user's Extension regardless of the queue type. A user talking to a customer in a call queue will also be considered "speaking" in all other queues they are logged in to. |
| On pause | Number of users who are on a pause / percentage of users logged in to the queue who are on a pause |
Activities
| Column | Description |
|---|---|
| Activities | The total number of ongoing activities in the queue (incoming/outgoing). |
| Waiting | The number of activities waiting to be handled by users in the queue / the percentage of waiting activities out of all current activities in the queue |
| Waiting time | The longest time an activity had to wait in the queue before being handled by a user. |