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Live monitoring

Managing a contact center is impossible without performance monitoring. Regular online monitoring, control, and analysis of real-time metrics help you understand how well your contact center performs against the set targets and which operations need improvement.

The Live monitoring section displays your contact center performance indicators in real-time. The Conversations subsection allows you to view all current conversations and join any of them if needed.


This section is only available if the contact center functionality is enabled in your account.


The Live monitoring 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, go to the Contact center user roles article.