The live board
Real-time presence, workload and call monitoring for supervisors.
Overview
The live board (Management → Live board) shows what is happening right now across the team, refreshing every five seconds.
Who can use this
Supervisors and admins, or a custom role granted the monitoring permission.
What it shows
- Presence - how many agents are available, on a call, busy or away.
- Calls waiting - callers ringing with nobody free.
- Unassigned conversations and SLA breaches.
- Live calls - agent, elapsed time and who is monitoring.
- Workload - open conversations against each agent's capacity, and calls today.
Monitoring a call
Where the provider supports it (currently Twilio), join a live call in three modes:
- Listen - hear both sides silently.
- Whisper - talk to the agent only.
- Barge - join as a third party.
The agent sees a Monitored by label while you are joined. Every join and exit is audited and appears in the call trail.
Interventions on conversations
From a conversation you can Take over or Coach agent; both are audited.
Common issues
- Monitor buttons disabled. Monitoring only works on Twilio calls - other providers have no way to join a live call.
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