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Documentation Index

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Real Time provides live monitoring of your agents’ conversations as they happen, giving you immediate visibility into activity across all channels. The dashboard displays current conversation volume, recent message activity, and ongoing interactions, allowing you to track performance metrics and respond quickly to operational needs. Real Time helps you understand what’s happening right now, enabling proactive management and rapid issue resolution. Real Time transforms live conversation data into actionable intelligence. It provides instant visibility into agent activity and channel performance, supports operational oversight by tracking active conversations, message volume, and AI engagement, and enables quick response by surfacing trends and issues as they emerge.

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Using Real Time

1

Select an Agent

Choose which agent you want to monitor from the dropdown menu.
2

Filter by Channel

Use the channel filter to view activity from specific channels.
3

Toggle Between Views

Switch between Conversations and Phone Calls tabs to see different chanel type interactions.
4

Monitor Key Metrics

Track Active Now, Last 1 Hour, Last 4 Hours, and Last 24 Hours metrics to understand activity patterns.
5

Review Latest Conversations

Examine the Latest Conversations table to see start times, durations, message counts, and AI message counts.

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Best Practices

  • Use Real Time to monitor active conversations and identify agents that may need support.
  • Check hourly and daily metrics to spot unusual activity patterns or volume spikes.
  • Review conversation duration and message counts to assess engagement quality.
  • Monitor AI message counts to understand how your agents are utilizing AI capabilities.