This guide explains how filters behave in the Live Monitoring dashboard for specific situations involving users, teams, and numbers. Use it to understand why certain data appears or disappears so you can always interpret your metrics accurately.

General rules

For cumulated metrics such as the total number of calls over time, Live Monitoring includes all activity. This includes activity from deleted users or users who have changed teams.

For instant metrics such as the current list of users in a specific status, only the present state is reflected.

Users

  • Not confirmed users: Users who have been created but have not confirmed their accounts do not appear in the Live Monitoring dashboard.
  • Deleted users: Deleted users are not shown in the Users filter or the Users status KPI.
  • Users without an agent role: Users who do not have an agent role are excluded from the Users filter and the Users status KPI.

Impact of changes during the observation period

A user is deleted during the observation period

Past activity for the user remains visible as long as you do not select any value in the Users filter.
However, the user can no longer be selected in the filter or displayed in Top KPIs such as users per status.

Example:
Rafa had 10 calls this morning and was then deleted.

  • If no user is selected in the filter, the Users tab will display Rafa and his 10 calls.
  • The 10 calls are also included in the Top KPIs.
  • Rafa is no longer available as a selectable option in the Users filter.

A user’s agent role is removed during the observation period

This case behaves the same as deletion.

  • Past activity remains accessible when no user is selected.
  • The user cannot be selected in the Users filter.
  • The user is excluded from the Users status KPI.

Example:
Philippe had 3 calls this morning before losing his agent role.

  • If no user is selected in the filter, the Users tab will display Philippe and his 3 calls.
  • These calls are included in the Top KPIs.
  • Philippe can no longer be selected in the filter.

A user changes teams during the observation period

Calls are attributed to the team the user belonged to at the time of the call.

Example:
Andrei performs 3 calls in Team A, then moves to Team B and performs 5 additional calls.

  • Filtering by Team B
    • The User Status KPI shows Andrei with his current status.
    • The Users tab shows Andrei with 5 calls.
  • Filtering by Team A
    • The User Status KPI does not list Andrei because he is no longer on the team.
    • The Users tab shows Andrei with 3 calls.

A user is removed from the call distribution of a number

Past activity on the number remains visible.

Example
Jean Baptiste answers 7 calls on the Support number before being removed from its distribution.

  • When filtering by the Support number:
    • All 7 calls remain visible.
    • Jean Baptiste appears in the Users list so his past activity can be reviewed.
    • He does not appear in the Users Status KPI because he is no longer part of the team.

Teams

A team is deleted during the observation period

Past activity remains visible when no team is selected in the Teams filter.
The deleted team can no longer be selected in the filter.

Example:
The team Task Force Peak Hours included 3 users with a total of 6 calls. After deletion:

  • If no team is selected in the filter, the team’s past activity is still displayed.
  • The team no longer appears as an option in the Teams filter.

A team is removed from the call distribution of a number

Past activity for that number is still included.

Example:
The Task Force New Year team is removed from the Support number after Martha and Juan answered 5 and 9 calls respectively.

  • When filtering by Task Force New Year and viewing the Numbers tab:
    • The Support number still shows the 5 and 9 calls.

Numbers

A number becomes inactive during the observation period

Past activity remains visible when no number is selected in the Numbers filter.
The inactive number can no longer be selected in the filter.

Example:
The Old Support Line handled 3 calls this morning before being deactivated.

  • If no number is selected in the filter, the Numbers tab displays the number and its 3 calls.
  • These calls are included in the Top KPIs.
  • The number cannot be selected in the Numbers filter.