Platform
Real-time monitoring
CONTACT.WORK monitoring is a live view of your contact center. Supervisors see calls in progress, totals since the start of the day, queues with waiting customers, and every agent: status, who they're talking to, and how many calls they've taken and missed. The data updates live, with no page refresh. When a queue grows, the supervisor adds available agents to it on the spot.
Conversations38activeIn queues12pendingSince start of day1 412callsMissed47todayScreen
What monitoring shows
Screens
Monitoring screens
The overview screen answers "are we keeping up?", the agents screen answers "who's available?", and the queues screen answers "where are customers waiting?" Chats are monitored separately.
Contact center calls right now
The overview screen is built from blocks: efficiency against an 80/20 service level; live – customers in queue, calls in progress, and agents on the line; inbound – total received, in queue, answered, and missed; outbound – total, answered, and unanswered; active calls; and agents by status: ready, talking, holding a customer, wrapping up, on a break, or in training. Below are tables of agents and calls by queue, and one click exports it all to Excel.
- 80/20 service level
- Agents by status
- Excel export
SL 80/2083%todayReady6 of 24agentsAnswered1 365since midnightMissed47since midnightEvery agent right now
The agent panel shows phone status, extension and full name, the caller's number, talk and hold time, shift start, answered and missed calls, time waiting for a call, and the current status with its duration. From the panel, a supervisor can listen in on the call or turn on whisper mode to quietly coach the agent, and change the agent's queues on the spot. The "online only" filter hides anyone who isn't working right now.
- Call duration
- Listen-in and coaching
- Queues from the panel
Anna · 214on call 3:05hold 0:20WhispersupervisorconnectedMike · 208readywaiting 0:40Online onlyfilteronLoad on each line
The queue header shows calls answered and lost, the ratio of handled to unanswered calls, and the share answered within 15 seconds. The footer shows the longest wait for an answer, ready agents out of the total, and waiting calls against the peak. Expand a queue to see its agents and the customers on hold, with buttons next to them to add or remove people. Filters show only external or internal queues, or only queues with agents.
- Answered within 15 seconds
- Ready out of total
- Waiting calls
Waiting7 of max 11nowAnswered412todayMax wait2:40to answerReady2 of 9agentsConversations in progress
A manager opens any active chat or email conversation, sends the agent a tip, or continues the conversation with the customer. Chats get the same close attention as calls, so a customer in chat doesn't wait longer than one on the phone.
- Any active conversation
- Tips for the agent
- Reply from the manager
TelegramAnnareply 1 minEmailMikedraftMAXEmilywaiting 6 minManagertipsentThe monitoring screen is available to managers and administrators.
How it works
How monitoring works
Control
What you can do from the screen
Supervisors don't just watch – they manage queues: add an agent to a queue, remove them from it, or change a specific agent's set of queues. They can also change an agent's status, for example, move them from a break back to "Ready". Changes take effect immediately and show up in the list right away.
- Add to a queue
- Change queue assignments
- Change an agent's status
MikeaddednowEmilyremovedin trainingSteveSales, VIP2 queuesAppliedright awayon the listStatuses
How availability is tracked
Calls go only to agents set to "Ready". Agents choose work statuses themselves – lunch, training, paperwork – while the platform sets "Busy" and "After-call work" for the length of the call and for a set time after it.
- Calls only to "Ready"
- Agent statuses
- Platform statuses
Readycalls coming in12 peopleLunchset by agent3Busyset by platform8After-call work60 secby roleCustomization
How to tailor the screen
Every screen is configurable: what it shows and where everything goes. There are three levels – the whole team, a role, and the individual manager. Personal settings override role settings, and role settings override team settings. Required elements, such as the caller's number, can't be hidden.
- Blocks and columns
- Three levels of settings
- Drag-and-drop layout
Tierfor "supervisor" roleselected"Statuses" blockshowon"Login" columnhiddenfor roleCaller numberrequiredalwaysLaunch
How we set up monitoring
- 01QueuesWe build queues for your lines and decide which agents work where by default.
- 02StatusesWe create statuses for breaks and training and set how many seconds of after-call work follow each call.
- 03RolesWe give shift supervisors access to monitoring and decide who can change queues.
- 04TargetsWe agree on what wait time counts as normal and set thresholds: when a queue gets too long, the supervisor gets an alert.
- 05ScreensWe walk through the three screen views and pick together the numbers a supervisor should look at first.
- 06Ramp-upFor the first few days, we help supervisors move people between queues and go over tricky situations.
Comparison
Yesterday's report vs. live monitoring
| Monitoring | Yesterday's report | |
|---|---|---|
| Growing queue | Visible the same minute | You find out the next day |
| Missed calls | Every call, right away | A total at the end of the day |
| Availability | Who's available now | After the shift ends |
| Moving people | While customers are on the line | Not until tomorrow |
| Breaks | See how long they've lasted | Seen after the fact |
| Cost of a mistake | Time to call them back | Customers already gone |
Requirements
What you'll need
- Access
- Supervisor or administrator role
- Lines
- Queues set up with agents
- Statuses
- A list of work statuses
- Telephony
- Calls run through the platform
- Screen
- A supervisor computer with a browser
- Price
- Free; setup is billed in support hours
Preparation
What to decide up front
Q&A
Frequently asked questions
How is monitoring different from historical reports?
Monitoring is for stepping in right now. Historical reports are for reviewing how the day, week, or month went.
How often does the data update?
Continuously: the screen receives changes as events happen, so there's no need to refresh the page.
What is after-call work?
Time after a call when the agent finishes notes and gets no new calls. The platform turns it on automatically, and you set its length for each role.
Can I move an agent to another line right from monitoring?
A supervisor adds the agent to another queue or removes them from the current one without leaving monitoring, and the change takes effect immediately.
Can I see who an agent is talking to?
Next to the "Busy" status you see the customer's number and the call duration.
Can I listen to an agent's call?
The "Listen" button connects the supervisor to the call in listen-only mode, and "Whisper" lets them coach the agent – the customer doesn't hear the coaching.
Can I customize the screen?
Managers choose the data they need and arrange it the way they like – for themselves, their role, or everyone.
Will the platform alert me about a long queue?
When the number of waiting customers exceeds your threshold or wait time goes over the target, the supervisor gets a notification.
Can I put monitoring on a wall display?
You can show it on a screen in the agents' office. Managers can also see the same data on their phone in the mobile version.
Can I monitor chats?
A manager can join any active conversation, give the agent advice, or write to the customer directly.
Where do missed calls go?
Into a separate list, so the team calls them back right away instead of waiting until the end of the day.
How does monitoring reduce abandoned calls and staffing costs?
The supervisor spots a problem right away and moves available people to where the queue is building, so calls aren't lost and you don't need spare agents on every line. To measure the effect, compare the share of lost calls during peak hours before and after implementation, and count how many positions you used to keep in reserve.
How much does monitoring cost?
Monitoring itself is free. You pay only for setting up queues, statuses, and roles, billed in support hours.
Glossary
Terms on this page
- Supervisor
- Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
- After-call work (ACW)
- What an agent does right after a call: outcome, customer record, tasks. Learn more →
- Whisper coaching
- Supervisor coaching that only the agent can hear. Learn more →
- Service level (SL)
- The share of calls answered within a set time – for example, 80% in 20 seconds. Learn more →
- Softphone
- A phone app that runs on a computer or in a browser. Learn more →
- Omnichannel customer service
- All channels in one agent workspace, with the customer's full history alongside. Learn more →
- Automatic callback
- The system calls back everyone who couldn't get through. Learn more →
- Callback
- The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
- Abandonment rate
- How many callers hang up before an agent answers. Learn more →
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