Live Page
Monitor agent activity, statuses, availability, and ongoing calls in real-time through the Live Page, accessible to Admin users.
🔍 Overview of Live Page
The Live Page provides real-time insights into agent activity, refreshed every 5 seconds. Admin users can view the current status of all agents and manage away statuses, coaching, and live call monitoring.
🟢 Agent Statuses
The Live Page displays the following agent statuses:
- Available: Agent is ready to take calls
- Busy: Agent is currently on a call
- Away: Agent is temporarily away from the keyboard
- Absent: Agent is offline
- After Call Work (ACW): Agent is completing tasks after a call
💡 The Away Agents chart shows the number of agents marked as away, including custom away statuses configured by admins.
📞 Calls In Progress
- Admins can monitor live calls directly from the Live Page.
- Options include Join or Coach calls for training purposes.
- No additional actions are needed beyond accessing the Live Page to see ongoing calls.
➕ How to Manage Away Statuses
- Log in to your Maqsam account with your Admin credentials.
- Navigate to the Settings page.
- Under Account Settings, click General.
- Scroll to Custom Away Statuses and add or edit statuses as needed.
- Click Update to save changes.