Live Agents is the live view of your call team, right inside the Call Center. It answers the question that comes up every time the phone rings: who is free?
infoLive Agents is available on the Business plan and up, and it ships off. Members also need the Call Center permission to view live agents. Admins and managers have it by default, dispatchers and employees do not.
Turn it on and open the panel
- 1Turn it on
An owner or admin turns on Live Agents in
Settings->Features. - 2Check who can see it
Give other roles the permission in
Settings->Roles & Permissions, under Call Center. - 3Open the panel
In the Call Center, click the Live Agents button. Click it again to hide the panel.
What the panel shows
- All Agents
- Your team and how many are online, with each agent's status, Current Call, Last Online, and Last Contact.
- Live Calls
- Every call ringing or in progress, with who is handling it and how long it has run.
- Calls Queue
- Callers waiting, with the number they called from, the queue, and how long they have waited.
What the statuses mean
- Available
- Online and ready for calls.
- On a call
- On a call right now, with a running timer.
- Offline
- Not online right now.
Agents who are available or on a call sit above agents who are offline.
Act on what you see
Click a row under Live Calls, or an agent who is on a call, to open that call. Click an agent who is not on a call to open their last call. Each section has a resize button that expands it.
Frequently asked
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