Live Monitoring: Timestamps and durations

This article explains the timestamps and duration metrics in the Live Monitoring dashboard. Understanding these values helps you accurately interpret call activity and analyze performance.

You’ll find clear definitions of each metric, followed by practical examples illustrating how they appear during different call scenarios.

Note: For general guidelines about Live Monitoring, please see our article Get started with Live Monitoring & Live Monitoring+

Key terminology

Below are the main fields you’ll see in Live Monitoring  related to timestamps and durations and how they relate to call tracking.

Note: Waited At applies to inbound calls only. It indicates when the customer starts waiting for an agent—either in the queue (as shown in Example 1) or when the first agent’s phone rings (as shown in Example 2).

Examples

Example 1: Answered call after waiting in queue

This example shows an inbound call that goes through an IVR, then waits in queue before being answered.

Details:

• Time in IVR (2 min) + Waited for (5 min) = Waiting time (as displayed in Analytics).

• Total call time = IVR + Waited for + In call time.

Example 2: Answered call after ringing only

This example shows an inbound call that rings directly without entering a queue.

Details:

• Time to answer = Waited for = 1 min.

• Waiting time (in Analytics) = IVR + Waited for.

Example 3: Unanswered call after waiting

This example shows an inbound call that was never answered by an agent.

Unanswered call reason: Users did not answer (agents_did_not_answer)