The Live monitoring section gives you real-time metrics to understand how well your contact center performs against set targets. Tracking metrics helps you gain quick insights into which operations in your contact center need improvement. You can also join any conversation to discreetly monitor it if required.
This section is only available to users with the Manager, Administrator, and Owner roles. Users with the Supervisor role have limited access and can view live conversations and statistics of their managed groups, queues, and campaigns only. For details, review the Supervisor section of the Defining contact center user roles article.