Monitor the real-time dashboard (preview)

[This article is prerelease documentation and is subject to change.]

The Realtime dashboard in Contact Center Intelligence helps supervisors monitor self-service conversations, escalations, languages, and active workload. Supported real-time events are expected within five seconds.

Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

Prerequisites

  • Ensure you have access to the supervisor experience.
  • Ensure at least one self-service agent is configured.
  • Verify that conversation data is available for the selected agent, channel, and time range.
  • Quality information appears only when quality evaluation is configured.

Access the real-time dashboard

  1. In Contact Center Intelligence, open Insights and quality.
  2. Select the Real-time tab.
  3. Select Last 15 minutes, Last 1 hour, or Last 24 hours.
  4. Optionally filter by self-service agent and by Voice, Chat, or both channels.

Understand dashboard metrics

The dashboard includes summary metrics for the selected time range, conversations currently in progress, performance by self-service agent, and a details pane for the selected metric or conversation.

Self-service agent engaged conversations

Shows conversations in which a self-service agent participated during the selected time range.

Calculation: Ongoing conversations started in the selected range + conversations closed in the selected range.

The ongoing value excludes active conversations that started earlier.

Deflection rate

Shows the percentage of completed conversations that weren't escalated to a human representative.

Calculation: Deflected/(Deflected + Escalated) X 100

Deflection doesn't necessarily confirm issue resolution.

Self-service agent engaged conversations by languages

Shows up to 10 languages used in conversations for the selected agent, channel, and time range.

Ongoing conversations

Shows all conversations currently in progress, regardless of when they started. This live value can differ from the ongoing count in engaged conversations.

Average self-service agent duration

Shows average self-service engagement time before a conversation is resolved, escalated, abandoned, or otherwise terminated.

Calculation: Total engagement time/eligible conversations.

Average time to escalate

Shows average time from self-service engagement to human handoff.

Calculation: Total time to escalation/escalated conversations.

Average time to deflect

Shows average time to complete a conversation without escalation.

Calculation: Total time for deflected conversations/deflected conversations.

View details

Indicator colors reflect whether a change is favorable for the metric.

  1. Select a metric card or See details.
  2. Review the metric's definition and calculation.

The Ongoing value within engaged conversations includes active conversations that started during the selected time range only. The separate Ongoing conversations metric includes every active conversation, including conversations that started earlier.

Monitor ongoing conversations

The Ongoing conversations table shows up to 10 active conversations matching the selected filters. Columns comprise customer, status, channel, start time, duration, handling agent, and quality.

  1. Select View details for a live interaction.
  2. Select View all to search the full set.

Quality status and filtering require quality evaluation.

Compare self-service agent performance

The Agent performance table compares engaged and active conversations, escalations and escalation rate, deflections and deflection rate, average times to escalate or deflect, and average agent duration.

  1. Use the search box to find an agent.
  2. Apply the same time range and channel filters before comparing results.

Interpret real-time data

  • Ongoing values are live and can change while you view the page.
  • Supported real-time events are expected within five seconds.
  • Most other metrics depend on the selected time range.
  • Agent and channel filters apply across cards, conversations, and performance results.
  • Deflection means no escalation; it doesn't necessarily confirm issue resolution.

Use the historical dashboards to track the deflection and escalation trends

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