This article explains the Users tab in the Live Monitoring+ dashboard. It details the available user-related actions, metrics, and filters that help you monitor performance, provide live coaching, and optimize team productivity.
Note: For more information about key terms, call attributes and metrics, refer to the following articles:
• Analytics: Terms
• Analytics: Metrics
• Analytics: Call attributes
Who can access the Users tab.
The users tab is available for companies with access to the Live Monitoring+ dashboard. The Live Monitoring+ is available for companies with the Analytics+ add-on. Access is granted to users with admin or supervisor roles.
The displayed data may be limited by your permissions, including visibility to specific numbers or teams. Please visit our article Understanding permissions in Analytics for more details.
What you can do under the Users tab
The Users tab offers a real-time breakdown of activity per user, enabling you to monitor individual performance, identify coaching opportunities, and balance workloads effectively.
You can:
Sort the table by any metric (for example, click the Outbound column to find users making the most outbound calls).
Coach users live when they are on a call.
Drill down into individual call activity on Live Monitoring+.
On Live Monitoring+, clicking on a user opens all ongoing and ended calls attributed to them, helping you quickly identify and troubleshoot issues.
Monitor users from anywhere in the dashboard by referring to the Users KPI at the top of the screen.
Note: The total number of users appears in the top-right corner. A maximum of 200 users can be displayed. When this limit is reached, a notification will appear. Scroll down to view the complete list.
Filters
Use filters to focus your analysis on the users that matter most.
You can:
Filter for specific users or users linked to particular numbers or teams.
Target users in specific statuses (e.g., Available, In call, Back office).
Note: For more information about filters, see our article Live Monitoring: Filters and Settings. For more information about users statuses, see our article Analytics: User status list.
User metrics
The user list displays several metrics to help track productivity and availability. Hover over any table header to see a tooltip description.
| Metric | Description | Calculation |
|---|---|---|
| Outbound | Number of outbound calls made by the user to an external recipient, whether connected or not. Note: See the Outbound calls definition for details on transfers, internal calls, or voicemails. |
Type: Count Formula: Outbound calls |
| Answered inbound | Number of inbound calls where the user was connected to the caller. Note: See the Inbound calls definition for details on transfers and internal calls. |
Type: Count Formula: Answered inbound calls |
| Picked-up | Number of times the user was notified of a call and answered it. |
Type: Count Formula: Picked up |
| Not picked-up | Number of times the user was notified of a call and did not answer. |
Type: Count Formula: Not picked up |
Tip: To understand how Picked-up differs from Answered calls, see the article Live Monitoring: FAQs
Drill down to a user's call list
In Live Monitoring+, you can click directly on a user’s name to access all ongoing or ended calls attributed to them. This view helps you review detailed call data for coaching or troubleshooting.
Important: Internal calls, calls not picked up by the user, or calls transferred to another user are excluded from this view.
Troubleshooting the Users tab
If you have questions about interpreting user metrics or resolving issues, please visit the Live Monitoring: FAQ.
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