Live Monitoring gives you a real-time view of all customer conversations and agent activity. Designed as a mission-control dashboard, it helps teams stay ahead of rising volumes, prevent bottlenecks, and make fast operational decisions.

This dashboard is ideal for support managers, team leads, and operations heads who need to monitor agent availability and conversation load as it happens.

With Live monitoring, you can:

• See conversation spikes early so you can act before response times slow down or SLAs are at risk.
• Move or reassign agents instantly based on real-time workload by team, contact owner, or channel.
• Check which agents are online or offline to make sure you always have enough coverage.
• Make faster decisions about staffing, routing, or channel usage 
   

Accessing Live Monitoring

You can follow the steps below to access the Live Monitoring:

1. On the left navigation bar, click on the  icon to Inbox
2. Click on “Go to Live Monitoring” 

3. You will be redirected to Live Monitoring 

Understanding Live Monitoring metrics

At the top of the Live Monitoring dashboard, you’ll see the Live Metrics Summary, which provides a real-time snapshot of your team’s activity based on today’s conversation data. 

Here’s what each metric means:

Viewing Conversations initiated per hour chart

Below the metrics, you’ll find a detailed hourly breakdown of new conversations initiated. This chart helps you understand when volume spikes occur throughout the day and whether your current staffing matches demand.

• Displays hourly counts of newly initiated conversations by customers 

• Hovering the line reveals exact number of conversations initiated per hour
  

This visualization gives teams the ability to spot peak hours, anticipate surges, and react before queues begin to grow.

Viewing Agent activity 

On the right side of the dashboard, you’ll find the Agents panel, which provides a real-time view of your team’s availability and activity. This section helps you quickly understand who is online, who is offline, and how recently each agent has responded to customers. You can find the following details:

• Total number of online and offline agents
  The counters at the top show how many agents are currently active (online) versus inactive (offline). 
• Last message timestamp
  Each agent entry includes the timestamp of the last outgoing message sent by that agent. Please note internal notes are excluded. 
• Filter-aware view
  Filters applied in the Live Monitoring dashboard—such as Team owner or Contact owner—will also affect the Agents panel. Please note the Channel filter does not apply to this section.This helps managers focus on the right teams when monitoring availability.

Filtering date in Live Monitoring

Live Monitoring includes flexible filtering options that allow you to narrow down real-time data to the teams, agents, or channels you want to monitor.
 

You can filter the dashboard using the following options:

• Team: Shows only conversations assigned and agents associated with the selected team(s)
• Contact Owner: Shows only conversations assigned to specific agent(s)
• Channel: Shows only conversations received or sent out through specific messaging channel(s)