Live conversations
+12284
Agents on calls
178
of 412 ready
Avg wait
+4s32s
Longest wait
04:02
Collections
SLA — live
91.4%
Alerts
7
3 critical
Live queues
| Queue | Waiting | Longest | Agents | SLA | |
|---|---|---|---|---|---|
Alerts & risks
- Compliance · missing disclosureKaran Patel — Collections call 08:12. Required script not detected.
- SLA risk · Tech supportQueue depth 28, projected breach in 9 min.
- Negative sentiment spikeMarcus Bell · 4 consecutive tense interactions.
Live agent monitor
| Agent | State | Activity | Queue | Sentiment | Controls |
|---|---|---|---|---|---|
SLA & queue — last 30 min
Channel snapshot
Voice
142live
46 queued
Chat / WhatsApp
98live
18 queued
Email / Tickets
44live
12 queued
Team performance — today
| Team | Handled | CSAT | SLA |
|---|---|---|---|
| Billing | 412 | 4.6 | 96% |
| Tech support | 308 | 4.3 | 88% |
| Sales | 184 | 4.7 | 98% |
| Collections | 142 | 4 | 82% |
| Retention | 96 | 4.8 | 99% |