Choose live or historical information
Open Realtime Operations for activity happening now. Use Performance for historical reporting, and call history to investigate an individual completed call. A live view is not a permanent record of every call.
Understand the live workspace
- Review active calls, waiting callers, available agents and longest wait.
- Use the call view and search to find the activity you need.
- Filter by queue or direction when those controls apply.
- Open a call or agent's details for more context. Available actions depend on your access and the call's state.
Queue waiting counts and active calls describe different things; do not add them together as if they were all connected conversations. A call can end while you are viewing it.
Compare performance fairly
Choose the same reporting period and timezone when comparing totals. Review overall performance or switch to phone-number and agent reports. Check the filters before interpreting a low count; a short period or a selected agent can exclude much of your activity.
Answer rates describe how many calls were answered within the report's scope. Average duration describes a different aspect of activity. Neither metric alone proves audio quality or explains why a specific call failed. Use individual call details for the outcome and available failure explanation.
Investigate a discrepancy
Allow a recently ended call to appear in history, then compare its public reference, time and direction. Send Support those details and the report filters if totals still look wrong. Monitoring controls can affect real calls; use them only when intended and authorized.
Related guides
Listen, coach and end calls deliberately
Live-call actions depend on your role and permissions. Spy is the listen control; Whisper is for coaching the agent. When joining, select the correct available SIP identity and have its device ready to receive the monitoring connection. These are real call actions, not a recording preview. Use them only when authorized and with the required notices and permissions.
Hang up affects the selected live call. Check the exact row and public call reference before acting; a refreshed list can change while you are looking at it. Do not use monitoring controls to troubleshoot an unrelated customer conversation.
Read reports with their filters
Compare the same period, timezone, agent or phone-number scope and direction. Agent presence is current availability, not proof of billable activity. A phone-number report groups that number’s traffic; an agent report uses its own agent scope. Totals can differ when filters or meanings differ. Use the metric label and call details rather than treating every displayed total as the same denominator.
Where an export is offered, verify its filters and completed status before using the file. For a discrepancy, retain a representative public call reference and the filters; do not send an entire private dataset unnecessarily.