This article explains how the date range filter affects Live Monitoring data and how frequently different metrics and elements are refreshed.

For more information about Live Monitoring and Live Monitoring+, visit our article Get started with Live Monitoring & Live Monitoring+.

Impact of the date range filter

The table below describes how each type of data is affected when you adjust the date range.

Type of dataImpact of the date range filter
List of users, numbers, teams in the filterNot affected by the date range. Always shows current users, teams, and numbers. Updates to numbers and teams appear within 10 minutes.
Time spent by a user in their current statusShows the total time spent in their active status, even if it began before the selected date range.
Ongoing callsAll ongoing calls are shown if they started within the last 3 hours.
Ended callsOnly calls that ended during the selected date range are shown.
Top KPIs except Calls waiting, Longest waiting, Available users, Users statusCalculated from ended calls that fall within the date range.
Numbers metrics except Calls waitingBased on ended calls within the date range.
Users metrics except Picked up, Not picked upBased on ended calls within the date range.
Top KPIs: Calls waiting, Longest waitingBased on ongoing calls only.
Numbers metrics: Calls waitingBased on ongoing calls only.
Picked up, Not picked upFor ended calls: based on the end time of calls the user picked up or did not pick up. For ongoing calls: the current picked up or not picked up status is shown.

Data freshness and accuracy

This section outlines how often different types of data are refreshed in Live Monitoring. If something appears incorrect, you can submit a support request.

General refresh timing

Type of dataExpected timeframe for refresh
User status changesVisible in less than 5 seconds.
A call arrives or changes status (for example ringing to in call)Visible in less than 5 seconds.
A new participant joins or leavesVisible in less than 5 seconds.
Associated call metricsUpdated in less than 5 seconds.
Coaching button becomes availableVisible in less than 5 seconds after the call is connected.
Access to key topics and call summaryAvailable when the transcription is ready. See our article How to use Call Transcription.

KPI refresh rates

If a KPI refresh rate is 20 seconds, that means the system checks for the latest value every 20 seconds.

MetricRefresh rate
Top KPIs 
SLA60 seconds
Total calls20 seconds
Outbound20 seconds
Inbound20 seconds
Answered20 seconds
Unanswered20 seconds
Unanswered percent20 seconds
Calls waitingLess than 5 seconds
Longest waiting timeLess than 5 seconds
Avg time to answer60 seconds
Available usersLess than 5 seconds
User statusLess than 5 seconds
Time in current statusLess than 5 seconds
Users list 
Outbound20 seconds
Answered inbound20 seconds
Picked up20 seconds
Not picked up20 seconds
StatusLess than 5 seconds
Numbers list 
WaitingLess than 5 seconds
Outbound20 seconds
Inbound20 seconds
Answered20 seconds
Unanswered20 seconds
Percent unanswered20 seconds
SLA20 to 60 seconds
Time to answer (avg)20 seconds

This covers how the date range affects Live Monitoring and how frequently data is refreshed.