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Live Calls: a real-time wallboard of your phones
A live call-centre view that updates every 5 seconds: active calls, today's inbound, outbound and missed, answer rate, longest wait and agent status.
Which plans include it
Included on Plus and above. On Free Trial, Entry you can add it on its own at £4.00 a month from Features & add-ons.
Free Trial
Add-on £4.00/moEntry
Add-on £4.00/moPlus
IncludedGrowth
IncludedPro
IncludedEnterprise
IncludedWhat it means
A wallboard — the screen call centres put on the wall to show what is happening on the phones right now.
What it does
- Shows active calls, inbound, outbound and missed today, average duration, answer rate and agents free.
- Lists live calls.
- Charts calls by hour today.
- Shows each agent as Available, On Call or In Queue, and the longest wait.
Every part of the page
- Headline figures
- Active Calls, Inbound Today, Outbound Today, Missed Today, Avg Duration, Answer Rate, Agents Free.
- Live Calls
- Every call in progress.
- Calls by Hour (Today)
- When your busy hours are.
- Agent Status
- Who is available, on a call or in a queue.
How to use it
Put it on a screen
- Open Live Calls on a spare monitor or TV.
- Leave it open — it refreshes itself every 5 seconds.
Examples
Spot a busy spell
At 10am the longest wait is 4 minutes and three agents are on calls — time to ask someone else to log in and help.
Recommended settings
- ★Aim for an answer rate above 90%.
- ★Use Calls by Hour to plan who is on the phones at your busiest times.
Abbreviations on this page
- ACD — Automatic Call Distribution
- The logic that hands waiting callers in a queue to the next free person. Call Queues use it.
- Example: In a call queue, ACD hands the next caller to the agent who has been free longest.
Questions
Which plans include the live wallboard?+
It is part of advanced analytics — Plus and above, or the Advanced analytics add-on.
Related help
Already a customer? Open this page in your dashboard: Live Calls. New to Silux Call? See the plans or start a free trial.