Contact Center AI → Monitoring

Modified on Mon, 2 Jun at 12:43 PM

On the 'Monitoring' tab, you can monitor calls in virtual PBX queues and chatbot scenario chats in real-time.


On the 'Calls' tab, select the virtual PBX ID and monitoring scenario from the dropdown lists in the 'VPBX' and 'Scenarios' fields. To display calls for all scenarios, slide the 'All scenarios' toggle to the right.



Free operators in queues are shown in green (status 'Online' in the top menu). Incoming calls to the queue that haven't been answered by operators yet are shown in flashing yellow. Operators engaged in conversations are shown in yellow. Operators who have set their status to 'Do not disturb' in the top menu are shown in red. Offline operators are shown in gray.



On the 'Chat' tab, select a chatbot scenario from the table or dropdown list. Current chatbot dialogues will be displayed.

When hovering over an operator in the queue, operator data is displayed.



Also see:

Contact Center AI

Contact Center AI → Dialogs

Contact Center AI → Tags

Contact Center AI → Speech Analytics

Contact Center AI → Templates

Contact Center AI → Scenarios

Contact Center AI → Statuses

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