This article explains how the Calls routed to team option in the Choose the teams you wish to focus on setting changes what appears on the Live Monitoring+ dashboard compared with the default Users belong to team option.
The goal is to help you understand how each setting affects KPIs, call visibility, and team performance monitoring.
Availability
The Teams filter behavior is available in Live Monitoring+ for companies using the Analytics+ add-on.
Note: For information about all settings, see the article Live Monitoring: Filters and settings.
Understanding the setting
In Live Monitoring+, the Choose the teams you wish to focus on setting can operate in two different ways.
Users belong to team (default)
- The dashboard focuses on users who are members of the selected teams.
- KPIs and tables are primarily user-based and reflect activity performed by those users.
- Missed calls and Queue KPIs are unavailable, as missed calls and waiting calls are not assigned to a specific user
Calls routed to team
- The dashboard focuses on calls routed to the selected teams. This includes calls still in IVR, ringing, in queue, unanswered, or not yet associated with a specific user.
- KPIs and tables become more team-centric, especially for inbound activity.
- This setting affects how team-level metrics such as queue size, unanswered calls, and SLA are calculated and displayed.
Differences between Users belong to team and Calls routed to team
The following table summarizes how each dashboard area behaves depending on the selected option.
| Dashboard area | Users belong to team | Calls routed to team |
|---|---|---|
| Top KPIs (Unanswered, Queue, SLA, Time to answer) | KPIs reflect the activity of users who belong to the selected teams. Unanswered and SLA rely on calls handled by those users. Queue size reflects calls waiting for those users. | KPIs reflect calls routed to the selected teams, including calls in IVR, queue, or not yet assigned. Metrics provide a team-level view of workload and SLA risk. |
| Calls tab | Shows calls involving users from the selected teams based on visibility rules. | A call appears if it is ringing to, answered by, or recently ended after being routed to the selected team. If transferred to another team, it disappears once ringing to the new team begins. |
| Users tab | Shows users who belong to the selected teams, with real-time status and metrics. | Shows the same users, but inbound answered metrics follow Calls routed to team logic. Outbound metrics remain user-based. |
| Numbers tab | Shows numbers associated with the selected teams. KPIs reflect activity of users in those teams. | Also shows associated numbers. Outbound KPIs remain user-based. Inbound KPIs follow Calls routed to team logic and reflect calls routed to the team. |
How permissions impact what you see
Existing team and number restrictions still apply when using Calls routed to team.
If your role has a team restriction with access to all numbers
- If a call has a team_id, that team must be included in your restriction in order for the call to appear.
- If a call is in queue or unanswered and has no team_id yet, for example during IVR, it appears as long as you have access to the number.
If your role has a team restriction with access to specific numbers
- If a call has a team_id, both the team and number must be included in your restriction.
- If a call is in queue or unanswered with no team_id, it appears if the number is included in your restriction.
This ensures you only see calls that match your assigned teams and numbers.
How routed and transferred calls appear
With Calls routed to team enabled, Live Monitoring+ shows the team currently responsible for the call. The table below consolidates all routing and transfer scenarios for quick reference.
Routing and transfer behavior overview
| Scenario type | Example | What happens | How it appears in Live Monitoring+ |
|---|---|---|---|
| Call routed sequentially through multiple teams | Team 1 then Team 2 (Team 1 does not answer) | The call rings to Team 1. Team 1 does not answer. The call is routed to Team 2. | Appears in Team 1 queue while ringing. Disappears from Team 1 once re-routed. Appears in Team 2 queue and KPIs. If Team 2 answers, the call counts toward Team 2’s answered and SLA metrics. If not answered, it counts as Team 2’s unanswered. |
| Call answered by the first team | Team 1 answers and keeps the call | The call rings to Team 1. Team 1 answers and handles the call. | Appears in Team 1 queue while ringing. Once answered, the call leaves the queue and is counted as answered for Team 1 in inbound KPIs and SLA. |
| Manual transfer between teams | Team 1 answers and manually transfers to Team 2 | Team 1 answers the call, then manually transfers it to Team 2. | After transfer, the call leaves Team 1’s queue. A new call leg appears in Team 2’s queue and is tracked under Calls routed to team logic. |
| Team-based monitoring example | Supervisor filters on Support team; call moves to Sales | A call is routed to Support. Later forwarded to Sales. | Shows in Support list while ringing or active with Support. Once it starts ringing to Sales, it disappears from Support’s view and appears in Sales view. KPIs adjust according to which team currently owns the call. |
Summary
| Setting option | Best for | Focus of data displayed |
|---|---|---|
| Users belong to team (default) | Monitoring user-level performance, especially outbound activity and coaching | KPIs and tables based on users who belong to selected teams |
| Calls routed to team | Monitoring team-level inbound performance such as queue, unanswered calls, and SLA | KPIs and tables based on calls routed to selected teams, even before assignment to users |
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