Live Virtual Agent Tracker

Analyze data for live (active) calls on the Studio account.

From the Analyze menu, select Live Virtual Agent Tracker.

Note:

In this analysis, the time zone is set by the location of the Studio server.

Live

Component Description

Live Breakdown

Shows the number of virtual agents currently in use.
Time Line Charts the number of current live active sessions and the most recent sessions. The x-axis rolls with time so the current date and most recent dates always display. The number of sessions is broken down by service provider.

Live Call Details

Shows a live sessions table with these details:

  • Session ID

  • Region ID

  • Phone Number

  • ANI

  • Service Provider

  • Account

  • Task ID

  • Duration

Clear Stale Calls

Calls that display after the call has ended are called stale calls. There are many reasons for stale calls. Perhaps the call failed to end properly.

Studio clears stale calls every two hours. Click Clear Stale Calls to clear the call list anytime.

Maximum

Shows the maximum number of simultaneous sessions (in a time period) over time.

  1. From the Live Virtual Agent Tracker page, click Maximum.

  2. Set breakdown to Hourly, Daily, or Monthly.

  3. Select the date range.

Each column represents the maximum number of simultaneous sessions within the breakdown period. If hourly is selected, then the maximum number of simultaneous sessions during the hour is shown.