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Thirdlane

Live Monitor

Live Monitor is the real-time operational view of your contact center. Where Call Center Metrics tell you what happened historically, Live Monitor tells you what is happening right now - how many callers are waiting, which agents are available or busy, and which interactions are in progress. Supervisors use it to react in the moment: pull in extra agents when a queue backs up, spot an agent stuck in after-call work, or confirm coverage before a break.

What it shows

  • Queue status: active, waiting, and completed interactions per queue, so you can see backlogs forming.
  • Agent status: each agent’s current state - Available, Connected, ACW (after-contact work), Paused, or Logged Out.
  • Real-time updates: the view refreshes automatically without a manual reload.

Understanding agent states

  • Available - logged in and ready to take the next interaction.
  • Connected - currently handling a call or message.
  • ACW - wrapping up the last interaction (notes, disposition) before becoming available again.
  • Paused - logged in but temporarily not receiving work (break, meeting); the pause code says why.
  • Logged Out - not signed in to any queue.

Best practices

  • Keep it open during peak hours. Live Monitor is most valuable as an always-on wallboard during your busiest periods.
  • Watch waiting counts, not just totals. A rising number of waiting callers is the signal to add staff or shift agents between queues.
  • Investigate long ACW. An agent stuck in ACW may need help or a policy adjustment - see Policies for ACW time limits.

Availability

Live Monitor requires the Contact Center license and must be enabled for the tenant. The feature is available to administrators and users with the CC Live Monitor permission.