The “Active Calls” section in the admin portal typically displays real-time information about ongoing calls.
To access the Real-Time, Active Calls tab in the Toku Admin Portal select Admin Portal > Real-Time> Calls > Active Calls.
Active Calls Count: Displays the count of all the Active Calls available. These Active Calls can be accessed via pagination in the page footer.
Search Tab: Allows users to search within the Active Calls. By default, the system allows search based on the three criteria which are Agent Name, Origin and Destination Number.
Users will view the below screen with two filters:
1. Page Refresher in Seconds: This filter allows users to set the interval for automatic screen refreshes, ensuring new data is added regularly. For example, if the user sets the interval to 60 seconds, the Real Time screen will refresh automatically every 60 seconds.
2. Filters: This dropdown option allows users to filter based on the three criteria:
Team: This filter allows users to filter Active Calls based on team associations. The available options include:
- Search Bar: Enables users to search for specific Active calls within the team categories.
- Checkboxes: Allow users to select or deselect different teams so the admins can view Active Calls from the selected Teams only.
Page screenshot is available:
Direction: This filter allows users to filter the items based on their direction. The available options are:
- All: Displays all items regardless of direction of the active calls.
- Inbound: Shows only inbound calls, indicated by a green checkmark.
- Outbound: Filters for outbound calls, marked with a red arrow pointing rightward.
Page screenshot is available:
Queue: This filter allows users to view the Active Calls items within a queue. The available options include:
- Search Bar: Enables users to search for specific Active Calls within the queue.
- Checkboxes: Allow users to select or deselect different queues so the admins can view Active Calls from the selected queues only.
Page screenshot is available:
Active Calls Field's Details
| Field Name | Definitions |
| Created Date | The date and time when the call was initiated. |
| Agent | The name and agent ID of the agent handling the call. |
|
Origin |
The starting point of the call is the caller’s phone number. |
| Destination | The endpoint of the call is the recipient’s phone number. |
| Duration | The total length of the call is measured in minutes and seconds. |
| Direction | Indicates whether the call is inbound (incoming) or outbound (outgoing). |
| Team | The group or department to which the agent belongs. |
| Queue | The specific call queue the call is associated with. |
| Action |
Barge: Allows a supervisor to join an ongoing call, making it a three-way conversation. Monitor: Enables a supervisor to listen to an ongoing call without the agent or caller knowing. Coach: Allows a supervisor to provide real-time guidance to the agent during a call, without the caller hearing. |
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