This article explains how to use filters and settings in Live Monitoring to refine your view, understand activity in real time, and customize the interface to match your operational needs.
Note: For more information about key terms, call attributes and metrics, refer to the following articles:
• Analytics: Terms
• Analytics: Metrics
• Analytics: Call attributes
General principles
Live Monitoring offers powerful filters and settings that help you focus on the teams, users, numbers, and time periods that matter most. You can filter by call or user status, configure SLA behavior, and adjust how inbound and outbound activity is represented.
Use these tools to:
Deep dive into specific teams, users, numbers, or time periods with the main filters at the top of the page
Drill down into call or user statuses such as calls ringing or users who are on a break
Tailor the interface with settings that adjust SLA thresholds or define whether to prioritize inbound users or include outbound users as well
How filters & settings work
Saving and restoring filters and settings
Your filters and settings are automatically saved when you switch between tabs such as Calls, Users, or Numbers.
If you want to preserve a specific configuration:
Steps:
Apply the filters and settings you want to keep.
Select Save to store the current setup.
Select Restore to quickly bring it back when needed.
You can also bookmark each filtered view using its unique URL. This is useful when switching frequently between different sets of filters, for example focusing separately on sales lines and customer support lines.
Important: If you filter by an unauthorized value, such as a non existent user, the value will be discarded.
Available filters
Below is a description of each available filter and how it works.
| Filter | Description | Additional notes |
|---|---|---|
| Date range | Defines the observation period for real time metrics and the call list. Default is Today. Live Monitoring+ also includes Last 24 hours and Last hour. | More details can be found at our article Live Monitoring: Date range and Data freshness. |
| Numbers | Focus on activity related to one or multiple numbers or select any number (default). | Deactivated or deleted numbers are not shown. |
| Users | Focus on activity of specific users. Only agent role users are included. Select one, multiple, or any user (default). | For transferred calls, only picked up or not picked up metrics apply to each participant. All other metrics are credited only to the last participant once the call ends. |
| Teams | Focus on users who belong to one or more selected teams or select any team (default). | None |
| Calls tab: Call state | Filter calls by state such as ongoing, in queue, ringing, answered, or unanswered. |
This filter does not impact the top KPIs. For more information, check our article Live Monitoring: Calls tab |
| Users tab: Users | Filter users by current state such as available or in a call. |
This filter does not impact the top KPIs. For more information, check our article For more information, check our article Live Monitoring+: Users table |
Available settings
The table below details each available setting.
| Setting | Description | Additional notes |
|---|---|---|
| SLA threshold |
Defines the SLA threshold used to determine whether calls meet or breach the SLA. Default is 30 seconds. | Any answered call above the threshold is treated as an SLA breach. |
| SLA included calls |
Determines which unanswered calls count toward SLA calculations. |
This setting will allow you to discard all other unanswered calls from the SLA KPIs. By default, all unanswered calls except Outside of business hours are included. |
| SLA highlight (Live Monitoring+) |
Displays SLA in green, orange, or red based on your custom thresholds. | Helps quickly identify SLA issues. |
| Unanswered calls to include |
Defines which calls are considered unanswered for related KPIs. |
This setting will allow you to discard all other unanswered calls from the unanswered and unanswered % KPIs. By default all unanswered calls are included. |
| Focus on inbound |
Lets you prioritize inbound activity or include outbound users as well. |
Default is Consider all users. See the Focus on inbound article for details. To learn more about this setting, refer to the dedicated article Focus on inbound setting - How it works. |
| Team filter behavior (Live Monitoring+) |
Control how the Teams filter behaves across the Live Monitoring+ dashboard when you filter by team. You can choose between two options:
|
Your selection applies wherever the Teams filter is available in Live Monitoring+ (for example, on the Calls, Users and Numbers tabs). It is saved to your user preferences and preserved in the page URL, so you can bookmark different views for quick access (for example, one URL per team or per business unit). If you do not have the Analytics+ add-on, you may see an upgrade message when trying to use this setting. To learn more about this setting, refer to the dedicated article Live Monitoring+ : Calls routed to team setting |
| Timezone | Dates and times follow your device's local timezone. | No separate timezone setting exists. |
| KPIs visibility |
Toggles visibility of the KPIs section. | KPIs are visible by default. |
| User status bar visibility |
Toggles visibility of the User Status bar. | The bar is visible by default. |
Specific cases
To explore specific cases when applying filters on Live Monitoring and understand what you will see for each, refer to our article Live Monitoring: Filters and settings - Specific cases.
Filter Limit
- The Numbers filter shows the first 50 results. Use the search box to find and select numbers not listed.
- This also applies to the Users and Teams filters.
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